Manager Network Service Delivery (US)

Work Location: Mount Laurel, New Jersey, United States of America

About the role

The Manager, Network Service Delivery plays a critical leadership role in ensuring the reliability, security, and continuous evolution of the network services that enable TD's retail, campus, and colleague experience across Canada and the United States. This leader is accountable for delivering highly available, scalable, and customer-centric network services that support business growth, operational excellence, and a seamless user experience. As the steward of Retail and Campus Network Services, this role drives service performance, operational resilience, and lifecycle modernization across LAN, WAN, SD-WAN, routing, and switching technologies. Through proactive planning, data-driven decision making, and a culture of continuous improvement, the Manager ensures network services remain secure, stable, and aligned with evolving business needs.

The successful candidate brings together strong people leadership, stakeholder influence, and technical expertise to build trusted partnerships across Network Engineering, Network Architecture, Wi-Fi & Network Access Control (NAC), Employee Enablement, and business teams. By aligning technology investments, operational priorities, and service outcomes, this leader enables the organization to deliver exceptional customer and colleague experiences while advancing TD's strategic objectives.

Responsibilities

Retail & Campus Network Service Delivery

• Manage service delivery team of engineers for enterprise campus and retail network services.
• Drive a culture of automation and operational excellence, leveraging Infrastructure-as-Code and process automation principles to improve consistency, efficiency, resiliency, and service delivery outcomes across the network estate.
• Accountable for financial planning, budget management, vendor spend oversight, and continuous identification of opportunities to improve operational efficiency and reduce total cost of ownership.
• Support retail & campus openings, relocations, renovations, and network infrastructure refresh initiatives.
• Partner with Network Engineering teams to ensure standards, architectures, and technology roadmaps are operationally supportable.
• Lead lifecycle planning activities for network hardware/software initiatives.
• Drive continuous improvement initiatives that improve service quality, operational efficiency, and customer satisfaction.
• Develop and maintain service delivery governance processes and operational standards.

Network Operations Partnership & Major Incident Leadership

• Partner with Network Operations to ensure efficient handoff of projects from service delivery to Ops.
• Serve as the L3 escalation leader for Priority 1 and Priority 2 network incidents.
• Lead cross-functional resolution efforts and executive communications during major outages.
• Drive post-incident reviews, corrective actions, and problem management initiatives to improve service stability.

Leadership & People Management

• Lead high-performing team through self-awareness, empathy, active listening, and the ability to positively influence outcomes across diverse stakeholder groups.
• Establish clear goals, priorities, and performance expectations.
• Manage workforce planning, talent development, and succession planning.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

Stakeholder Management & Communication

• Serve as the primary point of contact for network service delivery stakeholders.
• Communicate service performance, risks, and strategic initiatives to leadership.
• Partner with technology and business teams to align network services with organizational priorities.
• Represent Network Service Delivery in governance, operational, and planning forums.

Lifecycle Management & Continuous Improvement

• Lead lifecycle planning for network infrastructure, carrier services, and technical debt reduction.
• Drive service improvements through automation, standardization, and process optimization.
• Ensure documentation, support models, and operational procedures remain current.
• Support audit, compliance, risk, and resiliency initiatives.

Depth & Scope

• Responsible for managing multiple teams and/or projects with increasing degree of complexity and broad scope.
• Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking/planning in the execution of work plans.
• May manage system enhancements, new releases or projects typically focused on a specific product/system/application of moderate scope and complexity.
• Manages/Leads a group (e.g., less than 25) of IT professionals.
• Manages projects and teams (including financials) and advocates for the re-usability of architecture and processes by new business initiatives.
• Manages problem resolution, plans and strategies for operational advancement.

Requirements

• Undergraduate degree or Technical Certificate.
• Graduate degree, preferred.
• 7+ years relevant experience.

Preferred Qualifications

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, Engineering, or Telecommunications.
• Experience supporting enterprise network services and infrastructure.
• Leadership experience with direct management of teams.
• Experience supporting large-scale retail, campus, branch, or distributed enterprise environments.
• Strong knowledge of LAN, WAN, SD-WAN, routing, switching, carrier services, network observability, and ITSM processes.
• Experience managing SLAs, KPIs, service governance, vendors, and service providers.
• Strong communication, analytical, and stakeholder management skills.
• Experience leading major incident response and service restoration efforts.
• Experience in financial services, retail, or other highly distributed enterprise environments.
• Experience with Aruba, Arista, or Cisco networking technologies.
• Experience with SD-WAN platforms and ServiceNow.
• Experience with observability platforms such as ThousandEyes, NetBrain, or Splunk.
• Familiarity with network automation and infrastructure management tools.
• ITIL Foundation, CCNA, CCNP Enterprise, PMP, or equivalent certifications.

Skills

• Enterprise LAN, WAN, and SD-WAN service delivery.
• Routing and switching technologies.
• BGP, OSPF, QoS, TCP/IP, DNS, and DHCP.
• Carrier and circuit service management.
• Network observability and performance monitoring.
• Major incident, problem, and change management.
• Service delivery governance and KPI management.
• Vendor and supplier management.
• Lifecycle planning and continuous improvement.

Success Measures

• Business Alignment of Network Services.
• Team Leadership & Talent Development.
• Financial Stewardship & Cost Optimization.
• Service Delivery Performance.
• Service Ownership & Governance Effectiveness.
• Major Incident Leadership & Resolution Outcomes.
• Lifecycle & Modernization Delivery.
• Stakeholder Satisfaction & Partnership.
• Continuous Service Maturity.

Pay

$98,160 - $159,270 USD

Schedule

40 hours per week

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Continuous (67-100%)
• Performing multiple tasks: Continuous (67-100%)
• Operating standard office equipment: Continuous (67-100%)
• Responding quickly to sounds: Occasional (1-33%)
• Sitting: Continuous (67-100%)
• Standing: Occasional (1-33%)
• Walking: Occasional (1-33%)
• Moving safely in confined spaces: Occasional (1-33%)
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%)
• Lifting/Carrying (over 25 lbs.): Never (0%)
• Squatting: Occasional (1-33%)
• Bending: Occasional (1-33%)
• Kneeling: Never (0%)
• Crawling: Never (0%)
• Climbing: Never (0%)
• Reaching overhead: Never (0%)
• Reaching forward: Occasional (1-33%)
• Pushing: Never (0%)
• Pulling: Never (0%)
• Twisting: Never (0%)
• Concentrating for long periods of time: Continuous (67-100%)
• Applying common sense to deal with problems involving standardized situations: Continuous (67-100%)
• Reading, writing and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying and dividing: Continuous (67-100%)

Benefits

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan).
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO).
• Banking benefits and discounts.
• Career development and reward and recognition.

Colleague Development:

• Regular career, development, and performance conversations with your manager.
• Access