Job Details

Senior Manager, Global IT Network Service

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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 APAC regions 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.
• Develop and improve incident and change management within the networking engineering space. Drive initiatives regarding improvements to existing processes, provide feedback, develop new practices & procedures, support audit initiatives, and scale with rapid network and customer base growth.
• Performs other duties as assigned and 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 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 the 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, PTO programs, company holidays and paid volunteer days.
• Up to $5,250 in tuition reimbursement per year.

Safelite is an equal opportunity employer. Our people are passionate about what they do and the customers they serve. We value collaboration, innovation and dedication.

Internal Associates: If you are already a member of the Safelite team, apply through your Workday account by searching 'Find Open Jobs'.

Equal Opportunity Employer statement and diversity information is available at Safelite.com/Careers.