Manager, Network Service Delivery
About The Position
The Manager, Network Service Delivery plays a critical leadership role in ensuring the reliability, security, and continuous evolution of the network services that enable TD's retail, campus, and colleague experience across Canada and the United States. This leader is accountable for delivering highly available, scalable, and customer-centric network services that support business growth, operational excellence, and a seamless user experience. As the steward of Retail and Campus Network Services, this role drives service performance, operational resilience, and lifecycle modernization across LAN, WAN, SD-WAN, routing, and switching technologies. Through proactive planning, data-driven decision making, and a culture of continuous improvement, the Manager ensures network services remain secure, stable, and aligned with evolving business needs. The successful candidate brings together strong people leadership, stakeholder influence, and technical expertise to build trusted partnerships across Network Engineering, Network Architecture, Wi-Fi & Network Access Control (NAC), Employee Enablement, and business teams. By aligning technology investments, operational priorities, and service outcomes, this leader enables the organization to deliver exceptional customer and colleague experiences while advancing TD's strategic objectives.
Requirements
- Bachelor's degree or equivalent experience in Information Technology, Computer Science, Engineering, or Telecommunications.
- 8+ years of experience supporting enterprise network services and infrastructure.
- 3+ years of leadership experience direct management of teams.
- Experience supporting large-scale retail, campus, branch, or distributed enterprise environments.
- 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.
Nice To Haves
- 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 service delivery team of engineers for enterprise campus and retail network services.
- Drives a culture of automation and operational excellence, leveraging Infrastructure-as-Code and process automation principles to improve consistency, efficiency, resiliency, and service delivery outcomes across the network estate
- Accountable for financial planning, budget management, vendor spend oversight, and continuous identification of opportunities to improve operational efficiency and reduce total cost of ownership.
- Support retail & campus openings, relocations, renovations, and network infrastructure refresh initiatives.
- Partner with Network Engineering teams to ensure standards, architectures, and technology roadmaps are operationally supportable.
- Lead lifecycle planning activities for network hardware/software initiatives.
- Drive continuous improvement initiatives that improve service quality, operational efficiency, and customer satisfaction.
- Develop and maintain service delivery governance processes and operational standards.
- Partner with Network Operations to ensure efficient handoff of projects from service delivery to Ops,
- Serve as the L3 escalation leader for Priority 1 and Priority 2 network incidents.
- Lead cross-functional resolution efforts and executive communications during major outages.
- Drive post-incident reviews, corrective actions, and problem management initiatives to improve service stability.
- Leads high-performing team through self-awareness, empathy, active listening, and the ability to positively influence outcomes across diverse stakeholder groups.
- Establish clear goals, priorities, and performance expectations.
- Manage workforce planning, talent development, and succession planning.
- Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
- Serve as the primary point of contact for network service delivery stakeholders.
- Communicate service performance, risks, and strategic initiatives to leadership.
- Partner with technology and business teams to align network services with organizational priorities.
- Represent Network Service Delivery in governance, operational, and planning forums.
- Lead lifecycle planning for network infrastructure, carrier services, and technical debt reduction.
- Drive service improvements through automation, standardization, and process optimization.
- Ensure documentation, support models, and operational procedures remain current.
- Support audit, compliance, risk, and resiliency initiatives.
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
