Director of Network Services Reporting to:Senior Director of Infrastructure The Director of Network Services is accountable for the operational stability, performance, and continuous improvement of the enterprise network. This role leads global 24x7 network operations responsible for on-premises, data centers, and cloud networking environments. The position emphasizes operational rigor, incident and change management excellence, observability, and execution against defined service-level objectives in a globally distributed, follow-the-sun model. Key Responsibilities Network Operations & Service Delivery Own 24x7 global network operations, ensuring availability, performance, and resiliency across LAN, WAN, WLAN, VPN, SD-WAN, carrier circuits, and related infrastructure. Maintain accountability for the global health of the network estate, including Cisco switching, wireless, SD-WAN, and supporting platforms. Ensure all critical services are monitored, alerted, and operationally supported. Establish and enforce operational KPIs, SLAs, and runbooks to drive consistent service delivery and accountability. Own Objectives and Key Results (OKR) metrics Produce regular operational reporting and dashboards for leadership, highlighting performance, risk, and improvement opportunities. Incident, Problem & Change Management Lead global incident management for network-related outages, including participation in on-call escalation for critical events. Leveraging your strong background in troubleshooting, and strong analytical skills, be able to isolate/troubleshoot a problem and lead the team to the root of a problem. Ensure timely root cause analysis (RCA), post-incident reviews, and implementation of corrective and preventative actions. Drive a culture of urgency, ownership, and continuous improvement to reduce incident frequency and MTTR. Own global network change management processes, including weekly change review meetings and governance. Review, challenge, approve, and oversee execution of network changes through the ServiceNow change management platform. Assess downstream application and service impacts to minimize operational risk. Network Analytics, Monitoring & Observability Build and operate a Network Analytics mindset and Observability Center of Excellence (COE). Leverage telemetry, analytics, and monitoring tools to provide real-time visibility into network performance and availability. Define thresholds, alerts, and trend analysis to proactively identify and mitigate issues before customer impact. Standardize dashboards and metrics to support operational decision-making and executive visibility. Global Team Leadership & Execution Direct and manage a globally distributed team of network operations, delivery, and engineering professionals. Own and operate a follow-the-sun support model with seamless regional handoffs, consistent processes, and standardized tooling. Provide hands-on leadership through coaching, mentoring, performance management, and career development. Ensure teams understand operational priorities, expectations, and their role in maintaining service stability. Foster strong collaboration with Infrastructure, Cloud, Security, Service Management, Monitoring, and Application teams. ##LI-DNI

Bachelors degree in Information Technology, Computer Science, Engineering, or equivalent experience. 10+ years of progressive experience in enterprise network operations and engineering. 5+ years of experience leading global network operations teams. Demonstrated experience running 24x7, follow-the-sun operational models. Strong hands-on experience with enterprise networking technologies including LAN, WAN, WLAN, SD-WAN, VPN, and carrier services. Proven experience with ITSM processes, including incident, problem, and change management. Experience with ServiceNow or comparable ITSM platforms. Strong operational reporting, KPI definition, and service-level management experience. Preferred Skills & Experience Experience operating large-scale Cisco-based environments. Familiarity with network observability and analytics platforms. Experience integrating automation into network operations (e.g., scripting, orchestration, auto-remediation). Cloud networking experience across major providers (AWS, Azure, GCP). Experience supporting compliance frameworks and audits in regulated environments. ITIL certification or equivalent operational framework experience. Exposure to DevOps and agile operational models in infrastructure teams. Leadership Competencies Operational Ownership:Demonstrates accountability for service reliability, stability, and execution. Decisive Incident Leadership:Remains calm under pressure, drives rapid resolution, and makes informed risk-based decisions. People Development:Builds high-performing teams through coaching, feedback, and clear expectations. Process Discipline:Values structured, repeatable processes and enforces operational rigor. Data-Driven Management:Uses metrics, dashboards, and analytics to guide decisions and prioritize work. Collaboration & Influence:Effectively partners across technical and business teams to resolve issues and deliver outcomes. Continuous Improvement Mindset:Proactively identifies gaps and drives incremental operational improvements.

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