About the Role
Title: Network Service Delivery Manager
Location: Remote, any state, US
Job Description:
Location Designation:Hybrid – 3 days per quarter
As part of Technology, you’ll have the opportunity to contribute to groundbreaking initiatives that shape New York Life’s digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth – driving the company’s success.
New York Life is seeking a NetworkService Delivery Managerwho will act as the primary liaison with our managed service partners to ensure the highest level of network availability and reliability.
The position is responsible for working with the architecture, engineering and project management teams as well as other service organizations and vendors (ATT/VERIZON/TCS) to manage the delivery, implementation, and management of network services for the NYL network. The position is responsible for managing junior level operations associates.
What You’ll Do:
- Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed.
- Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
- Maintains high performing operational service support functions for support of operational “Run” activities for Infrastructure and Cloud Services.
- Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Manage the day-to-day activity and provide direction to operations group associates.
- Drives internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.
- Develops and provides regular and accurate management reporting on IT Service performance.
What You’ll Bring:
- 5+ years of experience in Network Operations and Service Delivery in supporting enterprise networks and all related components, including switching and routing solutions
- 3+ years of experience working with ServiceNow
- Knowledgeable in Cisco switching, routing, and wireless technologies
- Strong ITIL experience (certification highly preferred)
- Excellent client facing / customer interaction skills and experience
- Strong documentation skills in service delivery processes/methodologies is needed to be successful
- Excellent problem solving, communication, prioritization, and organizational skills
- Able to execute with minimal direction
- Highly collaborative, team-oriented individual
- Ability to work with internal and external business partners
Education
- bachelor’s degree in IT Technology or equivalent experience preferred but not required.