How You Will Make History Here...The Network Services Manager is responsible for service ownership and operational management of enterprise network services supporting corporate offices, manufacturing facilities, warehouses, and remote locations. This role ensures network services are delivered reliably, securely, and consistently in alignment with established service levels, governance standards, operational policies, and business expectations.
Reporting to the Associate Director, Global Network Services, this role operates within the Digital Infrastructure organization and serves as the primary owner for network service delivery, including incident management, change coordination, lifecycle execution, and managed service provider performance.
What you will do- Serve as the service owner for enterprise network services, accountable for availability, performance, reliability, and business/customer experience.
- Ensure network services are operated in alignment with defined service levels, operational standards, governance requirements, and support models.
- Serve as the ITSM/ITIL subject matter expert for network services, guiding service providers to operate in accordance with established ITIL practices, SOPs, and governance standards.
- Oversee incident, problem, and change management processes related to network services, ensuring timely resolution and continuous improvement.
- Lead capacity management activities, including utilization monitoring, forecasting, scaling strategies, and performance optimization to ensure services meet business demand.
- Serve as the primary escalation point for major incidents, service disruptions, and network-related issues impacting enterprise or manufacturing operations.
- Ensure root cause analyses (RCAs) are completed for significant incidents and that corrective and preventive actions are documented, tracked, and implemented.
- Govern managed service provider (MSP) delivery for network operations, including monitoring, incident response, service requests, and routine operational activities.
- Hold service providers accountable to defined SLAs, KPIs, operational metrics, and contractual commitments.
- Coordinate network lifecycle initiatives, including technology upgrades, hardware refreshes, service transitions, and operational readiness activities.
- Partner with Architecture and Engineering teams to ensure new network capabilities are introduced with appropriate operational readiness, support processes, and transition planning.
- Collaborate with Cybersecurity teams to support operational adherence to security controls, compliance requirements, and vulnerability remediation expectations.
- Maintain ownership and visibility of network-related vulnerabilities, ensuring remediation or mitigation plans are documented and completed within established service level objectives.
- Maintain visibility into software and hardware maintenance renewals, vendor support contracts, hardware lifecycle status, and end-of-life replacement planning for the Network Services tower. Partner with vendors, procurement, finance, and internal stakeholders to support budgeting, forecasting, and execution.
- Work closely with Service Desk, User Experience, Infrastructure, Security, and business stakeholders to ensure effective communication, support, and customer satisfaction.
- Track service performance metrics, identify improvement opportunities, and drive initiatives that enhance service quality, reliability, efficiency, and customer experience.
What You Bring To The Table....(Must have)- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field
- 6+ years of progressive experience delivering and operating enterprise network services in a complex environment, including ITSM-based service delivery, ISP/internet circuit operations, vendor management, and operational governance.
- Experience managing IT services, infrastructure operations, or technology service delivery within an enterprise environment.
- Strong understanding of IT service management practices, including incident, problem, change, capacity, and service level management.
- Experience managing and governing services delivered through managed service providers and strategic vendors.
- Ability to lead service delivery while operating within established architectural, security, compliance, and governance frameworks.
- Strong communication, stakeholder management, collaboration, and organizational skills.
- Ability to manage competing priorities and drive resolution across cross-functional teams in a fast-paced environment.
Nice To Have...(Preferred)- Experience supporting manufacturing, warehouse, distribution, or highly distributed enterprise environments.
- Familiarity with enterprise networking technologies and connectivity services, including LAN, WAN, Wi-Fi, SD-WAN, ISP services, and cloud connectivity.
- Experience driving operational maturity initiatives, service improvement programs, or ITSM transformation efforts.
- Exposure to formal ITIL frameworks and service management best practices.
- Experience with tools and platforms such as ServiceNow (Incident, Problem, Change, Request, CMDB, and Asset Management), vulnerability management solutions, ISP and vendor management portals, circuit inventory and lifecycle management platforms, and service reporting dashboards used for governance, renewals tracking, and capacity planning.
Key Skills- Service ownership and accountability
- IT service management (ITSM) and ITIL practices
- Vendor and managed service provider governance
- Incident, problem, change, capacity, and vulnerability management
- Service reliability and availability management
- Technology lifecycle and renewals management
- Cross-functional leadership and stakeholder engagement
- Operational governance and compliance
- Data-driven decision making and service performance management
- Continuous service improvement
- Customer and business relationship management
This role is based in Camden, NJ on Hybrid scheduleCompensation and Benefits:The target base salary range for this full-time, salaried position is between
$140,200-$192,800
Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.
