Service Delivery Manager - Network Project Delivery
Toyota Tsusho Systems · Plano, Texas, United States · onsite
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.
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%)