Position OverviewPosition Summary:
The Manager Network & Telecom Services is responsible for the design, delivery, and 24/7 operation of Burlington's enterprise network and voice infrastructure across corporate offices, distribution centers, and stores. This role ensures the stability, resiliency, and scalability of all network and telecom systems - including WAN, LAN, WLAN, SD-WAN, voice, and cloud connectivity - while driving continuous improvement, cost efficiency, and service excellence.
The Manager leads a blended delivery model consisting of internal engineers, contractors, and offshore managed service provider (MSP) teams, ensuring seamless coordination, accountability, and high-quality outcomes across all facets of network engineering, project delivery, and operations. This role partners closely with Architecture, Information Security, Service Delivery, and Operations to execute Burlington's modernization roadmap, enhance resiliency, and deliver secure, scalable connectivity that enables business growth and digital transformation.
A Day in the LifeDuties and Responsibilities:- Lead and develop the Network and Telecom team (internal, contract, and offshore MSP resources) to deliver a resilient, high-performing network environment.
- Drive operational excellence across global delivery teams through structured governance, KPIs, and continuous service improvement.
- Oversee design, implementation, and operation of enterprise network and telecom infrastructure across stores, distribution centers, and corporate offices.
- Partner with Architecture and Security to define standards, modernization initiatives, and lifecycle roadmaps aligned with enterprise strategy.
- Manage network availability, performance, and capacity planning using proactive monitoring, analytics, and trend reporting.
- Govern MSP and carrier performance, ensuring SLA compliance, service quality, and transparent performance reporting via dashboards and QBRs.
- Provide technical oversight for routing, switching, wireless, SD-WAN, voice, and security services leveraging Cisco, Palo Alto, Aruba, Infoblox, and F5 technologies.
- Lead and drive excellence in network and telecom project delivery by ensuring scope, schedule, and quality adherence across internal and offshore teams.
- Govern change, incident, and problem management processes aligned to ITIL principles.
- Oversee RCA and remediation for major incidents across internal and MSP-supported environments.
- Manage budgets, contracts, and vendor performance scorecards; develop business cases and ROI models for technology investments.
- Monitor and report on key operational and delivery KPIs (availability, MTTR, SLA compliance, cost optimization, and project throughput).
- Ensure audit readiness, security compliance, and adherence to regulatory standards.
- Serve as escalation point for critical incidents and key liaison to senior IT leadership for performance, risk, and capacity reporting.
Leadership & People Management- Lead, coach, and develop internal and offshore MSP network and telecom teams.
- Define goals, manage workload distribution, and foster a culture of accountability, technical excellence, and continuous improvement.
- Oversee resource allocation, professional development, and on-call processes.
Network & Telecom Architecture and Operations- Oversee design, delivery, and stabilization of enterprise network and telecom infrastructure across all sites.
- Provide direction for routing, switching, wireless, SD-WAN, VoIP, and cloud integration.
- Champion initiatives to enhance resiliency, automation, and failover across managed service boundaries.
Project & Service Delivery- Plan and execute network and telecom projects ensuring adherence to scope, schedule, and budget.
- Drive operational excellence across internal and offshore MSP delivery teams.
- Collaborate with Project Management, Security, and Application teams to deliver infrastructure supporting business growth.
Vendor & Contract Management- Manage MSPs, offshore partners, and carriers through structured governance, SLAs, and QBRs.
- Collaborate with Procurement and Finance on renewals, commercial negotiations, and cost optimization strategies.
- Drive continuous service improvement across vendors.
Governance, Standards & Compliance- Ensure adherence to ITIL and Agile principles for service management.
- Maintain documentation, policies, and processes supporting audit and compliance requirements.
- Monitor KPI and risk metrics and report regularly to leadership.
You'll Come WithEducation:- Bachelor's degree in Computer Science, Information Systems, or related field (required).
Licenses/Certification/Registration:- Cisco (CCNP or higher), Palo Alto (PCNSE), Fortinet NSE, F5-CTS, and/or ITIL Foundation preferred.
Experience:- 10+ years progressive experience in Network Engineering, Operations, and Delivery functions.
- 5+ years of management experience leading internal and offshore MSP teams in large, distributed enterprise environments.
- Proven experience in routing (BGP, OSPF, EIGRP, MPLS), SD-WAN, firewalls, load balancing (F5), wireless (Aruba), and cloud integration (Azure & GCP).
- Demonstrated success in driving excellence in service delivery, SLA attainment, and continuous improvement across global MSP partnerships.
- Strong experience in budgeting, cost optimization, and vendor performance management.
- Experience with ITIL-based operations and Agile delivery models.
- Retail experience preferred.
Skills and Abilities:- Strong leadership and people-development skills across global and blended teams.
- Deep technical knowledge of network architecture, operations, and performance optimization
- Excellent communication and executive presentation skills
- Proven ability to drive results and accountability in MSP/offshore delivery environments
- Analytical and data-driven approach to decision-making
- Financial acumen to manage budgets, contracts, and cost efficiency
- Integrity, composure, and sound judgment in high-pressure operational contexts
- Ability to operate effectively in a fast-paced, 24/7 enterprise.
Physical Requirements:- May be required to lift network or telecommunications equipment up to 40 lbs.
- Some travel to stores, distribution centers, and data centers required.
- Standard office environment; extended periods at a computer workstation.
- Ability to work flexible hours, including evenings and weekends, during critical incidents or maintenance
- Target Salary Range: $115,000 - 167,500 annually
This position has a target starting salary range of $115,000 - 167,500 annually. Actual pay is determined by a variety of factors, including but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.
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