Service Delivery Manager - Network Project Delivery

About TTS-US: Founded in 2011, Toyota Tsusho Systems US, Inc. (TTS-US) is a Toyota group company that develops IT solutions wherever global businesses operate. Transforming into a technology and mobility company, TTS-US with its 8 TTS affiliates worldwide is establishing a secure and resilient Toyota global value chain. The creative capacity to forge such limitless business opportunities is one of the strengths of Toyota Tsusho Systems. Position Summary: We are seeking a highly motivated and customer-focused Service Delivery Manager to lead a network project delivery organization supporting LAN, WAN, Operational Technology (OT), network security, and wireless projects. This individual will oversee two Project Delivery Leads and a team of approximately 40 members, with accountability for governance, resource management, and Quality, Cost, and Delivery (QCD) across the project portfolio. The role will serve as a key customer-facing leader, drive the evolution of a scalable service delivery model, and champion continuous improvement (Kaizen), team development, and operational excellence. Essential Functions: Description / Essential Functions: Delivery Organization Management - Manage and run network project delivery as a whole across LAN, WAN, OT (Operational Technology) networks, network security, and wireless, overseeing multiple concurrent projects through the Project Delivery Leads. - Establish delivery governance, including standard processes, stage gates, quality reviews, change control, and reporting cadence. - Plan and allocate resources across the team of approximately 40 members, balancing workload, skills, and priorities across projects. - Monitor portfolio-level KPIs (schedule, cost, quality, utilization, customer satisfaction), identify risks early, and make timely decisions on corrective actions and escalations. Customer Relationship and Single Point of Contact - Act as the customer's single point of contact together with the Project Delivery Leads, receiving, clarifying, and prioritizing customer requests and direction. - Provide regular reporting to the customer (e.g., weekly status, monthly service reports, and periodic management reviews) on progress, KPIs, risks, and improvement actions. - Handle management-level escalations, negotiate scope, priority, and resource trade-offs, and manage customer expectations. - Build long-term, trusted relationships with customer stakeholders and identify opportunities to expand and improve the services provided. People Leadership and Partner Management - Lead, coach, and evaluate the two Project Delivery Leads, and oversee the development of approximately 40 team members, including hiring, onboarding, skills development, and succession planning. - Foster a team culture of ownership, teamwork, and continuous learning that supports engagement and retention. - When work is outsourced, select and manage partner companies, including contracts, deliverables, acceptance criteria, and partner QCD. Financial, Risk, and Compliance Management - Manage the delivery budget, cost, resource utilization, and inputs for billing and forecasting. - Ensure delivery complies with customer security policies, change management processes, and safety requirements, including those of manufacturing / OT environments. Service Development and Continuous Improvement - Lead the transition from in-house delivery support to a standardized service offering, including defining service scope, service catalog, SLAs/KPIs, operating model, and delivery processes. - Develop and maintain high-quality documentation, such as reports, proposals, process definitions, and templates. - Drive Kaizen activities in delivery processes, tools, and quality standards based on our principles, and standardize lessons learned and best practices across projects. Competencies - Leadership and accountability: Takes full responsibility for the delivery organization and its results. - Sound judgment: Makes timely, well-reasoned decisions based on facts, priorities, and risk. - Logical thinking: Structures complex problems clearly and drives issues to root-cause resolution. - Communication: Communicates clearly and persuasively with customers, executives, engineers, and partners. - Drive and execution: Moves the organization forward and delivers results through others. - Documentation: Produces clear, accurate, and well-organized reports and documents. - Adaptability and learning agility: Flexibly adapts to and absorbs our culture and ways of working, with genuine interest in Japan or our group. - Kaizen mindset: Constantly questions the current way of working and looks for improvements. - The position supports LAN, WAN, OT, network security, and wireless project delivery and may require work in customer or manufacturing environments based on project needs. Supervisory Responsibility - This position has supervisory responsibilities, directly managing two Project Delivery Leads and overseeing a delivery team of approximately 40 members. Requirements Minimum qualification: Required Education & Experience: - Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience. - 10+ years of progressive experience in IT infrastructure, network engineering, technical project management, or IT service delivery, including 5+ years in network project delivery. - 5+ years of experience leading project management staff or technical delivery teams, including 3+ years leading leads/managers and teams of 20 or more members (direct or indirect). - Working knowledge of network technologies sufficient to lead technical coordination and customer communication, including routing and switching, WAN technologies (MPLS, SD-WAN, VPN), LAN, wireless (Wi-Fi design and site surveys), network security (firewalls, NAC, segmentation, IDMZ), monitoring, and high-availability design. - Solid project management knowledge and experience, including scope, schedule, cost, risk, and change management, with demonstrated success managing multiple concurrent projects or a project portfolio. - Experience establishing capacity management, resource planning, or delivery metrics (e.g., effort tracking, utilization, forecasting). - Experience in a manager-level customer-facing role, including executive reporting, escalation handling, and expectation management. - Experience managing vendors or partner companies, or network integrators. - Excellent communication, judgment, logical thinking, and documentation skills. - Business-level proficiency in written and spoken English. - Flexibility and openness to adapt to our culture and ways of working, and interest in Japan or our group. Preferred Qualifications: - Experience building or launching managed services, or transitioning project-based work into a service offering (e.g., ITIL service design and transition). - Experience with OT / industrial networks in manufacturing environments, such as plant networks, IT/OT segmentation (Purdue model), ISA/IEC 62443, and industrial protocols. - Certifications such as PMP/PgMP, ITIL 4, CCNP/CCIE, or CISSP. - Experience in the automotive or manufacturing industry, or with Japanese companies. - Knowledge of Lean, or Kaizen methods. - Familiarity with delivery and reporting tools such as ServiceNow, Jira, Microsoft Project, or Power BI. Position Type/Expected Hours of Work: - Onsite work environment - Contract to Hire position - Occasional travel to customer sites and facilities (20-40%)