Strategic Planning & Roadmap 

• Own a 5-year network and voice strategy aligned to business growth, digital transformation, and risk tolerance; define and track KPIs/OKRs and present progress to senior leadership. 

• Partner with enterprise architecture, security, and business stakeholders to align infrastructure investments with IT strategy and capital planning. 

Operational Maturity & Service Excellence 

• Build and sustain a mature ITSM operating model (incident, problem, change, configuration management) aligned to ITIL best practices; own SLAs, OLAs, and capacity plans. 

• Establish practice observability practices using AIOps and structured runbooks to reduce MTTR; oversee NOC operations and 24/7 enterprise reliability. 

Change Management & Risk Governance 

• Chair and co-chair the Network Change Advisory Board (CAB); enforce standardized change controls, risk assessments, and rollback plans; track change-related incidents and drive continuous improvement. 

• Partner with cybersecurity on network segmentation, zero-trust architecture, and vulnerability management; lead major incident response and structured post-incident reviews. 

Team Leadership 

• Recruit, develop, and retain a high-performing team of network engineers, architects, and voice specialists; define career paths, skill development plans, and succession planning. 

• Foster cross-functional collaborations with infrastructure, security, applications, and business teams. 

Voice & Unified Communications 

• Oversee enterprise voice platforms including UCaaS, CCaaS, SIP trunking, and collaborations tools; drive store and contact center modernization and ensure platform resiliency and compliance 

Vendor & Financial Management 

• Manage strategic vendor relationships and hold partners accountable to SLAs; lead sourcing, negotiation, and renewal of major contracts. 

• Develop and manage the network and voice CAPEX/OPEX budget; identify cost optimization opportunities without compromising reliability and security. 

• Bachelor’s degree in computer science, Information Technology, or related field. 

• 12+ years’ experience in network/voice infrastructure in an enterprise environment. 

• 7+ years’ experience in a senior level leadership role. 

• Deep expertise in enterprise networking: routing/switching, SD-WAN, wireless, data center networking, and network security (zero-trust, segmentation). 

• Experience with AIOps, observability platforms, network automation (Ansible, Terraform), and cloud networking (Azure, GCP, SASE/SSE). 

• Proven track record building ITSM/ITIL practices and leading organizational changes including technology migrations and process re-engineering with measurable outcomes. 

• Experience in enterprise voice / UCaaS, and SIP/VoIP platforms; strong financial acumen managing multi-million-dollar budgets. 

• Excellent executive communication skills; translating technical complexity into business language for senior stakeholders. 

• Background in retail/distribution or large multi-site enterprise environments.