Manager Network and Telecommunications Services
Position Overview
The Manager Network & Telecom Services is responsible for the design, delivery, and 24/7 operation of Burlington’s enterprise network and voice infrastructure across corporate offices, distribution centers, and stores. This role ensures the stability, resiliency, and scalability of all network and telecom systems – including WAN, LAN, WLAN, SD-WAN, voice, and cloud connectivity – while driving continuous improvement, cost efficiency, and service excellence.
Duties and Responsibilities
Lead and develop the Network and Telecom team (internal, contract, and offshore MSP resources) to deliver a resilient, high-performing network environment.
Drive operational excellence across global delivery teams through structured governance, KPIs, and continuous service improvement.
Oversee design, implementation, and operation of enterprise network and telecom infrastructure across stores, distribution centers, and corporate offices.
Partner with Architecture and Security to define standards, modernization initiatives, and lifecycle roadmaps aligned with enterprise strategy.
Manage network availability, performance, and capacity planning using proactive monitoring, analytics, and trend reporting.
Govern MSP and carrier performance, ensuring SLA compliance, service quality, and transparent performance reporting via dashboards and QBRs.
Provide technical oversight for routing, switching, wireless, SD-WAN, voice, and security services leveraging Cisco, Palo Alto, Aruba, Infoblox, and F5 technologies.
Lead and drive excellence in network and telecom project delivery by ensuring scope, schedule, and quality adherence across internal and offshore teams.
Govern change, incident, and problem management processes aligned to ITIL principles.
Oversee RCA and remediation for major incidents across internal and MSP-supported environments.
Manage budgets, contracts, and vendor performance scorecards; develop business cases and ROI models for technology investments.
Monitor and report on key operational and delivery KPIs (availability, MTTR, SLA compliance, cost optimization, and project throughput).
Ensure audit readiness, security compliance, and adherence to regulatory standards.
Serve as escalation point for critical incidents and key liaison to senior IT leadership for performance, risk, and capacity reporting.
Leadership & People Management
Lead, coach, and develop internal and offshore MSP network and telecom teams.
Define goals, manage workload distribution, and foster a culture of accountability, technical excellence, and continuous improvement.
Oversee resource allocation, professional development, and on-call processes.
Network & Telecom Architecture and Operations
Oversee design, delivery, and stabilization of enterprise network and telecom infrastructure across all sites.
Provide direction for routing, switching, wireless, SD-WAN, VoIP, and cloud integration.
Champion initiatives to enhance resiliency, automation, and failover across managed service boundaries.
Project & Service Delivery
Plan and execute network and telecom projects ensuring adherence to scope, schedule, and budget.
Drive operational excellence across internal and offshore MSP delivery teams.
Collaborate with Project Management, Security, and Application teams to deliver infrastructure supporting business growth.
Vendor & Contract Management
Manage MSPs, offshore partners, and carriers through structured governance, SLAs, and QBRs.
Collaborate with Procurement and Finance on renewals, commercial negotiations, and cost optimization strategies.
Drive continuous service improvement across vendors.
Governance, Standards & Compliance
Ensure adherence to ITIL and Agile principles for service management.
Maintain documentation, policies, and processes supporting audit and compliance requirements.
Monitor KPI and risk metrics and report regularly to leadership.