Network Service Manager

London Stock Exchange • $90K — $130K *
Saint Louis, MO 63129In-Person
Telecommunications & Hardware
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years in global technology service organizations
  • Experience in global 24/7 network operations
  • ITIL Certification (preferably ITIL 4)
  • Strong background in continuous improvement methodologies
  • Ability to influence and ensure accountability for service quality
  • Leadership skills and problem-solving proficiency
  • Project management expertise

Responsibilities

  • Collaborate with product managers to define SLI/SLI.
  • Ensure delivery to agreed SLO/CLI with service owners.
  • Support business demand through timely, quality prioritization.
  • Oversee service reports and lead service improvement initiatives.
  • Govern NPS process and enhance service delivery maturity.
  • Drive improvements in incident/problem handling with service owners.
  • Manage network ITSM processes to prevent service disruptions.
  • Maintain an updated service risk catalog for leadership insights.
  • Track and resolve audit results and issues in collaboration with product teams.
  • Define vendor performance indicators and ensure accountability.
  • Lead a team of service managers for global governance.

Benefits

  • Opportunity to lead in a dynamic technology environment.
  • Engage in continuous improvement of network products.
  • Work closely with business partners and management.
  • Develop metrics that drive operational excellence.
  • Be a key influence in a global 24/7 service operation.
Full Job Description
Role Summary
  • Provide governance and guidance to deliver world class network products and services in-line with industry standards, and internal process/procedures with an emphasis on risk-based approaches.
  • Participates and provides governance to all elements from the delivery of technologies to service improvements through lifecycle management, vendor coordination, and operational support, documenting the risk profile along the way.
  • Defines the Service Level Objectives (SLO) and Service Level Indicators (SLI) and demonstrates the state of network products and services through metrics and reporting to leadership.
  • Acts as the driver for continuous improvement of NPS products and services
  • undefined.
  • This role is ideal for professionals passionate about technology leadership, network innovation, and delivering seamless connectivity in a dynamic environment.
What You will be Doing:
  • Works closely with product managers of NPS to define SLI/SLI.
  • Works closely with the service owner of the network products and services to make sure we deliver to agreed SLO/CLI.
  • Works closely with business partners and product managers to make sure the demands from business can be supported on time with quality following proper prioritization calls.
  • Is responsible for the service reports and service review meetings for network products and services, proactively tracks the critical metrics of network services and provides insight on improvement opportunities, leads/drives the Service Improvement Plan (SIP) in a systematic approach.
  • Governs the process used by NPS and make sure the team is complaint to process, and introduces industry standard methodologies and continually improve those processes for a mature service delivery process.
  • Join service owners in TRT and PIR with the target to drive for systematic improvement on how we handle incidents/problems.
  • Provides oversight to the network ITSM process and results to proactively prevents service disruptions through analysis of changes adhering to ITSM principles and process.
  • Proactively tracks and maintains a service risk catalog with continual updates provided to leadership, while working with business partners to clearly highlight the risk profile as it relates to business decisions.
  • Tracks audit results and issues exposed in OpsRes and TechRes discussion and provide inputs to product manager, product owner, service owner to resolve the potential issues in a timely manner.
  • Defines and leads the vendor operational performance indicators and holds vendors accountable through proper engagement and governance.
  • Manages network vendor performance and drives for improvement systematically when there is trend.
  • On top of the individual SM role, can lead a team of SMs to provide consistent governance globally.
What You will Bring:
  • 10+ years working in global technology service based organization
  • Experience of working in a global 24/7 network or infrastructure service operations
  • ITIL Certification (ideally ITIL 4) with demonstrable application on large 24 x7 global organisation
  • Passionate in leading continuous improvement and has knowledge on continuous improvement methodologies.
  • Demonstrated ability to influence and hold others accountable for service quality - more senior people in the organization and business partners.
  • Not only can lead initiatives in own areas, can also help wider organization
  • Strong leadership and excellent problem-solving and analytical skills.
  • Good communication and interpersonal skills.
  • Project management expertise.
  • Ability to work under stress and handle multiple priorities.
Education (Preferred):
  • Cisco Certified Network Professional (CCNP) or Cisco Certified Internet-work Expert (CCIE).
  • Certified Information Systems Security Professional (CISSP).
  • ITIL Foundation Certification.


Career Stage:
Manager

About London Stock Exchange

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* Ladders Estimates

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