Manager, Enterprise Network Services (US)
About The Position
The Manager, Network Service Delivery leads delivery and continuous evolution of the network services supporting TD’s retail, campus, and colleague experience across Canada and the United States. The role is accountable for reliable, secure, highly available, scalable, and customer-centric network services that support business growth, operational excellence, and a seamless user experience. As steward of Retail and Campus Network Services, the Manager oversees service performance, operational resilience, and lifecycle modernization across LAN, WAN, SD-WAN, routing, and switching technologies. The role works closely with Network Engineering, Network Architecture, Wi-Fi and Network Access Control, Employee Enablement, Network Operations, and business teams to align technology investments, operational priorities, and service outcomes. The position manages multiple teams and projects, including financials, and leads a group of fewer than 25 IT professionals. It works independently and often autonomously, developing strategic plans for projects, teams, and operational disciplines. Success is assessed through business alignment, team leadership and talent development, financial stewardship, service delivery performance, governance, major incident outcomes, lifecycle modernization, stakeholder satisfaction, and continuous service maturity.
Requirements
- Undergraduate degree or technical certificate.
- At least 7 years of relevant experience.
- Experience supporting enterprise network services and infrastructure.
- Direct team management experience.
- Strong knowledge of LAN, WAN, SD-WAN, routing, switching, carrier services, network observability, and ITSM processes.
- Experience managing SLAs, KPIs, service governance, vendors, and service providers.
- Strong communication, analytical, and stakeholder management skills.
- Experience leading major incident response and service restoration efforts.
- Knowledge of BGP, OSPF, QoS, TCP/IP, DNS, and DHCP.
- Experience with major incident, problem, and change management, service delivery governance, and KPI management.
Nice To Haves
- Graduate degree.
- Bachelor’s degree or equivalent experience in Information Technology, Computer Science, Engineering, or Telecommunications.
- Experience supporting large-scale retail, campus, branch, or distributed enterprise environments.
- Experience in financial services, retail, or other highly distributed enterprise environments.
- Experience with Aruba, Arista, or Cisco networking technologies.
- Experience with SD-WAN platforms and ServiceNow.
- Experience with observability platforms such as ThousandEyes, NetBrain, or Splunk.
- Familiarity with network automation and infrastructure management tools.
- ITIL Foundation, CCNA, CCNP Enterprise, PMP, or equivalent certifications.
Responsibilities
- Manage the service delivery team of engineers supporting enterprise campus and retail network services.
- Promote automation and operational excellence, using Infrastructure-as-Code and process automation to improve consistency, efficiency, resiliency, and service delivery.
- Manage financial planning, budgets, vendor spending, and opportunities to improve efficiency and reduce total cost of ownership.
- Support retail and campus openings, relocations, renovations, and network infrastructure refresh initiatives.
- Partner with Network Engineering to ensure standards, architectures, and technology roadmaps are operationally supportable.
- Lead lifecycle planning for network hardware and software initiatives, network infrastructure, and carrier services, and reduce technical debt.
- Drive continuous improvement through service quality initiatives, automation, standardization, and process optimization.
- Develop and maintain service delivery governance processes, operational standards, documentation, support models, and procedures.
- Partner with Network Operations to ensure efficient handoff of projects to operations.
- Serve as the L3 escalation leader for Priority 1 and Priority 2 network incidents.
- Lead cross-functional incident resolution and executive communications during major outages.
- Lead post-incident reviews, corrective actions, problem management, and service restoration efforts to improve stability.
- Establish team goals, priorities, and performance expectations; manage workforce planning, talent development, and succession planning.
- Foster accountability, collaboration, customer focus, and continuous improvement, while leading with self-awareness, empathy, and active listening.
- Serve as the primary point of contact for network service delivery stakeholders.
- Communicate service performance, risks, and strategic initiatives to leadership and represent Network Service Delivery in governance, operational, and planning forums.
- Partner with technology and business teams to align network services with organizational priorities.
- Support audit, compliance, risk, and resiliency initiatives.
Benefits
- Health and well-being benefits.
- Savings and retirement programs.
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.
- Banking benefits and discounts.
- Career development, training, mentoring programs, and access to an online learning platform.
- Reward and recognition.
- Base salary and variable compensation or incentive awards, which may include cash and/or equity incentive awards.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
