Senior Manager, Global IT Network Service

A Brief Overview

The Senior Manager, Global IT Telecom & Network Service is a customer service focused role. They are responsible for developing and managing network service level agreements with the Belron business, IT and external service providers to ensure Belron's global network service requirements and obligations are met. They also ensure that the necessary actions are taken to respond to network problems or improve the network service.

Working in partnership with the service operations and network supplier management teams to build and maintain relationships within the business, IT and supplier organizations, the service manager builds and nurtures a key understanding of the business strategy and business model translating that into Network Services accountability.

This role interfaces with key IT and Business stakeholders with a global and local presence at a senior level and requires maintaining key relationships within Belron and the suppliers to deliver a world class network service.

What you will do

• Lead the Network Services for the US and APACS within their remit, defining, managing, measuring, and meeting customer expectations. Ensure services meet agreed SLAs, monitor performance, and drive actions to resolve issues or improve service quality.

• Provide day-to-day leadership of the Network Service Capability, including direct oversight of the US Senior Network Manager, US Technical Operations Centre (TOC), and US Telecoms team, ensuring alignment with business priorities and operational excellence.

• Act as the senior point of accountability for all aspects of network service delivery and assurance, including proactive support and resolution of critical incidents to minimize business impact.

• Manage the interface between Network Services and internal customers, users, and third-party service providers, ensuring a seamless and responsive service experience

• Lead the planning and documentation of business continuity activities related to network services, ensuring readiness in the event of a disaster.

• Support the development and refinement of contracts, OLAs, and SLAs in collaboration with Global Network Services Management.

• Ensure delivery of network project milestones across the team, working closely with the PMO and Plan Team to maintain alignment and visibility.

• Will be integral to developing and improving incident and change management within the networking engineering space. Responsibilities include driving initiatives regarding improvements to existing processes, providing feedback, develop new practices & procedures, support audit initiatives, in order to scale with the rapid expansion of the network and customer base

• Performs other duties as assigned

• Complies with all policies and standards

What you will need

• Bachelor's Degree or equivalent Required

• 7-10 years IT Service / Technical Management experience

• 7-9 years supporting development of Network Strategy & Service Design and network operations/managing network suppliers

• 7-9 years experience of operating in a transformational landscape and global setting

• Demonstrates business process acumen

• Demonstrable understanding and experience of ITIL

• Ability to engage, build relationships with and influence senior leadership and stakeholders.

• Excellent analytical skills including an ability to anticipate and highlight potential issues and opportunities.

• Strong oral and written communication

• Strong facilitation and negotiation skills

• Strong leadership skills

• Strong Project Management skills

• Good understanding of operational expenditure (OPEX) finance.

What You'll Get:

• Competitive weekly pay and bonus opportunities.

• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.

• Up to $5,250 in tuition reimbursement per year.

• View all our health, wealth and life offerings at www.safelitebenefits.com.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

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This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.