Network Engineering Manager

UFS LLC•Alpharetta, GA

About The Position

NAVANTA empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. The Networking Engineering Pod Manager is a senior operational leader responsible for the end-to-end performance, people development, and strategic direction of a Service Delivery pod. The Pod Manager oversees Team Leads and their respective teams, ensures pod-level SLA and quality commitments are met, and serves as a key point of accountability for client satisfaction and team health. The Pod Manager partners closely with Navanta leadership to align team operations with organizational goals.

Requirements

5+ years of experience in a technical support or managed services environment
3+ years of management or leadership experience, including leading Team Leads or senior contributors
Strong working knowledge of relevant technologies and modern IT service delivery practices
Proven ability to lead teams of teams; skilled at developing leaders
Excellent organizational, planning, and decision-making skills
Strong communication and executive presence; able to present to clients and leadership
Ability to translate operational data into actionable insights
Skilled at managing competing priorities and navigating ambiguity
Deeply committed to building a high-performance, people-first culture

Nice To Haves

BS Degree is highly desired
Relevant advanced certifications or equivalent demonstrated experience preferred
Financial services experience is a plus

Responsibilities

Oversee day-to-day operations of the pod, ensuring SLA adherence and quality standards across all teams
Monitor and act on pod-level performance metrics including service request resolution, SLA trends, and client satisfaction
Review and approve escalations from Team Leads; serve as a final escalation point for critical client situations
Ensure pod processes, documentation standards, and paved road guidelines are consistently followed
Develop and maintain pod reporting cadence for leadership visibility
Lead, coach, and develop Team Leads; conduct regular 1:1s and formal performance reviews
Manage pod staffing, scheduling, and capacity planning in coordination with HR and leadership
Identify and develop high-potential team members for career advancement
Maintain high team morale and engagement; proactively address team concerns
Drive a culture of accountability, continuous learning, and client-first service delivery
Own client relationships for pod accounts; serve as the senior point of contact for strategic client interactions
Manage client escalations and ensure timely, satisfactory resolution of complex client concerns
Coordinate with account management, product, and sales teams to align on client needs and deliverables
Participate in client onboarding and renewal discussions as needed
Lead cross-team process improvement initiatives; identify gaps and drive systemic solutions
Partner with product management and leadership to evaluate and implement new technologies and service standards
Contribute to the development of pod-level SOPs and documentation frameworks
Participate in operational and leadership meetings; represent pod interests and surface team insights
Manage pod-level resource allocation and workload distribution to maximize team efficiency
Oversee service delivery contract compliance and act as point of contact for billing inquiries within the pod
Provide input to workforce planning and budget discussions as needed