IT Service Manager Network Operations, Global

Purpose

The IT Service Manager – Network Operations is responsible for the effective delivery, reliability, and continual improvement of global network operations across all locations. This includes managing day-to-day operations, ensuring timely resolution of incidents and service requests, monitoring service health, and implementing enhancements to maintain security, compliance, and seamless connectivity experience.

Working closely with the accountable Service Owner, the IT Service Manager ensures network operations align with organizational goals and provides a consistent, secure, and high-performing infrastructure for all employees worldwide.

Key Responsibilities

• Oversee operational management of global network services (WAN, LAN/WLAN, SD-WAN, VPN, DNS/DHCP/IPAM, firewalls, load balancing).
• Ensure services meet SLAs/KPIs and adhere to ITIL processes.
• Manage Incident, Problem, Change, and Request processes for network operations.
• Monitor performance and drive continuous improvement initiatives.
• Coordinate across internal teams and external partners to resolve service issues promptly.
• Lead service transition, operation, and improvement projects for network operations.
• Maintain compliance with security standards and regulatory requirements.
• Manage relationships with Managed Service Providers (MSPs):
• Oversee day-to-day MSP performance and ensure SLA adherence.
• Conduct regular service reviews, audits, and compliance checks.
• Drive accountability for incident resolution, root cause analysis, and proactive improvements.
• Manage contracts, renewals, and ensure alignment with organizational goals.
• Collaborate with MSPs on cost optimization, capacity planning, and technology upgrades.

Stakeholders: Service Owners, Service Managers, Process Managers, Provider Managers, Regional Delivery Leads, and external partners.

Primary Duties and Responsibilities

1. Service Delivery & Operations

• Manage enterprise-grade network infrastructure including WAN, LAN/WLAN, SD-WAN, VPN, and DNS/DHCP/IPAM.
• Implement QoS policies for critical traffic across global networks.
• Oversee real-time monitoring tools for proactive detection of latency, jitter, and packet loss.
• Perform capacity planning for network infrastructure to support global scalability.
• Ensure integration with security platforms and compliance frameworks.

1. Vendor & Stakeholder Management

• Manage global carriers, ISPs, and MSPs for network connectivity and operations.
• Validate failover and redundancy configurations to ensure high availability.
• Conduct technical reviews of vendor SLAs, focusing on uptime guarantees and incident response times.

1. Governance & Compliance

• Implement network security standards and encryption protocols.
• Ensure compliance with global regulations and internal security policies.
• Maintain disaster recovery and failover strategies for critical network services.
• Document network architecture diagrams, configuration standards, and operational procedures in alignment with ITIL practices.

1. Strategic Planning & Continuous Improvement

• Develop modernization strategies for legacy network systems to cloud-based and SD-WAN solutions.
• Drive automation using Ansible, Terraform, or scripting for configuration and reporting.
• Analyze network traffic patterns and telemetry data to optimize routing and reduce costs.

1. Financial Management

• Track network service utilization metrics to forecast bandwidth and capacity requirements.
• Perform cost analysis of global circuits, identifying opportunities for consolidation or migration.
• Manage budget allocations for hardware refresh cycles, licensing renewals, and carrier contracts.

Other responsibilities / duties as assigned.

Why work at Olympus?

At Olympus, we are committed to fostering a high-performing culture, a collaborative environment, and empowering everyone to shine. Our shared values—integrity, empathy, long-term view, agility, and unity—form the foundation of our culture and guide our behavior. These values ensure that our people feel they are making a meaningful difference every single day.

What we are looking for:

Education:

• Bachelor’s degree in information technology, Telecommunications, Computer Science, or a related discipline.
• Equivalent professional experience may be considered in lieu of formal education.

Experience:

• 5+ years managing enterprise network operations in global or multi-regional…