The Networking Engineering Pod Manager is a senior operational leader responsible for the end-to-end performance, people development, and strategic direction of a Service Delivery pod. The Pod Manager oversees Team Leads and their respective teams, ensures pod-level SLA and quality commitments are met, and serves as a key point of accountability for client satisfaction and team health. The Pod Manager partners closely with Navanta leadership to align team operations with organizational goals.

ROLE RESPONSIBILITIES

Pod Operations & Performance

• Oversee day-to-day operations of the pod, ensuring SLA adherence and quality standards across all teams
• Monitor and act on pod-level performance metrics including service request resolution, SLA trends, and client satisfaction
• Review and approve escalations from Team Leads; serve as a final escalation point for critical client situations
• Ensure pod processes, documentation standards, and paved road guidelines are consistently followed
• Develop and maintain pod reporting cadence for leadership visibility

People Leadership & Development

• Lead, coach, and develop Team Leads; conduct regular 1:1s and formal performance reviews
• Manage pod staffing, scheduling, and capacity planning in coordination with HR and leadership
• Identify and develop high-potential team members for career advancement
• Maintain high team morale and engagement; proactively address team concerns
• Drive a culture of accountability, continuous learning, and client-first service delivery

Client & Stakeholder Management

• Own client relationships for pod accounts; serve as the senior point of contact for strategic client interactions
• Manage client escalations and ensure timely, satisfactory resolution of complex client concerns
• Coordinate with account management, product, and sales teams to align on client needs and deliverables
• Participate in client onboarding and renewal discussions as needed

Process & Continuous Improvement

• Lead cross-team process improvement initiatives; identify gaps and drive systemic solutions
• Partner with product management and leadership to evaluate and implement new technologies and service standards
• Contribute to the development of pod-level SOPs and documentation frameworks
• Participate in operational and leadership meetings; represent pod interests and surface team insights

Financial & Resource Oversight

• Manage pod-level resource allocation and workload distribution to maximize team efficiency
• Oversee service delivery contract compliance and act as point of contact for billing inquiries within the pod
• Provide input to workforce planning and budget discussions as needed

EDUCATION & EXPERIENCE

• 5+ years of experience in a technical support or managed services environment
• BS Degree is highly desired
• 3+ years of management or leadership experience, including leading Team Leads or senior contributors
• Strong working knowledge of relevant technologies and modern IT service delivery practices
• Relevant advanced certifications or equivalent demonstrated experience preferred
• Financial services experience is a plus

KNOWLEDGE, SKILLS & ABILITIES

• Proven ability to lead teams of teams; skilled at developing leaders
• Excellent organizational, planning, and decision-making skills
• Strong communication and executive presence; able to present to clients and leadership
• Ability to translate operational data into actionable insights
• Skilled at managing competing priorities and navigating ambiguity
• Deeply committed to building a high-performance, people-first culture

SUCCESS FACTORS

• Pod consistently meets or exceeds SLA and quality targets across all teams
• Team Leads are effective, engaged, and growing in their roles
• Client satisfaction scores reflect outstanding service delivery
• Low attrition and a strong pipeline of internal talent
• Recognized by VP and peers as a strategic, collaborative, and results-oriented leader

**You will be asked to participate in culture-related meetings, activities and events. We firmly believe that building culture and teamwork in our people - first organization requires extra intentionality, and thus your participation and engagement isn't just encouraged - it is required and part of your responsibility. If you do not want to participate in these, please do not apply.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.