Director, Global Network Services

Director – Global Network Services

Position Summary:

The Director of Global Network Services will be responsible for managing global network services engineering (Build) and operations (Run) teams supporting all locations in Data, Voice, & Video. This role reports to the VP, Operational Excellence.

This position involves managing and developing diverse global resources in network engineering (implementation, capacity analysis, integration of new services, interaction with planning and architecture), network operations (incident resolution, change implementation, capacity management, vendor management, lifecycle management), and Voice Services (VoIP, Call Center technologies, Call Routing). The role includes developing and enhancing technologies and processes in network transport, security, application performance monitoring, ensuring high availability, reliability, and resiliency.

The Director will ensure adherence to SOPs, policies, standards, and best practices, interacting with OE management, financial teams, and other IT staff including database, application, data center, and security teams. Collaboration with IT colleagues, business partners, vendors, and contractors is essential to deliver best practices, continuous improvement, and exceed business expectations.

Responsibilities:

1. Manage and develop the global network organization supporting infrastructure environments across regions and countries. Responsible for engineering and operational support, evaluating and implementing new products, technologies, and solutions.
2. Lead global and regional technology and leadership discussions as needed.
3. Oversee services related to network engineering and operations, including cloud services.
4. Manage lifecycle activities such as patching, capacity, device maintenance, incident response, security, compliance, and decommissioning.
5. Provide leadership during P1 incidents.
6. Identify service gaps and lead solutions development, including process improvements and automation.
7. Support new technology solutions and assist in mapping business requirements to systems.
8. Present concepts and updates to IT management to establish or revise standards.
9. Ensure compliance with change control, CMDB, helpdesk, and SLA/SLO requirements. Report on operational metrics and KPIs.
10. Coordinate support internally and externally to maintain business stability.

Qualifications:

1. Versatile IT leader capable of performing under pressure, motivated, results-oriented.
2. Bachelor’s degree in IT/MIS; certifications are a plus.
3. 10+ years of enterprise IT leadership experience.
4. Experience in planning, organizing, and developing IT projects, policies, and best practices.
5. Practical experience managing IT infrastructure operations.
6. Experience with large, complex network environments and vendor management.
7. Knowledge of telecom services and expense control, including carrier management.
8. Broad experience with enterprise voice systems and UCaaS is preferred.
9. Strong communication skills in English, capable of engaging with all levels of IT and business users.
10. Ability to solve complex problems using IT knowledge.
11. Understanding of business processes, operations, budgeting, and IT business management.
12. Knowledge of enterprise application solutions, database, and server connectivity is preferred.
13. Solid project management skills and experience with disaster recovery and business continuity in large IT organizations.

Knowledge and Skills:

1. Ability to build and maintain strong partnerships with business leaders, providing insights and advice on Network Services.
2. Experience in business analysis to understand business functions and applications supporting network services.
3. Drive strategic sourcing relationships, review and improve support agreements.