Service Delivery Manager- Connectivity

AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products.We support a diverse industry base of manufacturers across a broad range of industries. Our experienced team has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency.We are A Company Culture Devoted to Innovation & ImprovementAFC provides localized expertise to customers in particular industries and geographies. We don't have a traditional hierarchical management structure where everyone simply "reports up." Instead, our company is made up of on-the-ground experts operating in an entrepreneurial fashion with the backing and support of an enterprise-grade organization.Sharing cultural values breeds consistency and quality throughout our organization. Collectively, we are committed to a simple management approach, which influences our company culture and our management style.The Service Delivery Manager – Connectivity reports to the Director of Infrastructure and is a key component to the success of AFC Industries. This position is responsible for overseeing a team of Network Engineers, managing day-to-day operations, ensuring efficient troubleshooting and resolution of the networking infrastructure, providing training, assigning workloads, tracking performance metrics, and acting as a point of contact for networking projects and issues within the organization. Key Responsibilities:Service Management & DeliveryOversee end-to-end delivery of connectivity services across the enterprise.Ensure SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs are met.Act as the primary point of contact for all connectivity-related service issues.Vendor & Carrier ManagementManage relationships with ISPs, telecom providers, and network vendors.Handle vendor contracts, performance reviews, and escalations.Ensure vendors adhere to service commitments and compliance requirements.Incident & Problem ManagementLead resolution of network incidents and major outages.Coordinate root cause analysis (RCA) for recurring issues.Collaborate with internal teams and vendors to prevent future disruptions.Change ManagementManage and coordinate connectivity-related changes and upgrades.Assess risks and impact, ensure proper planning and communication.Monitoring & ReportingEnsure robust network monitoring and alerting is in place.Produce regular reports on network performance, capacity, and service availability.Customer Relationship ManagementServe as a bridge between technical teams and business stakeholders.Understand business needs and ensure connectivity services support them effectively.Continuous ImprovementIdentify opportunities to improve network performance, reliability, and cost-efficiency.Implement best practices, standardize processes, and drive automation where possible.Compliance & SecurityEnsure adherence to industry standards, regulatory requirements (e.g., ISO, NIST, GDPR), and company policies.Collaborate with cybersecurity teams to ensure secure connectivity solutions.Team CoordinationLead or coordinate network service teams (internal or external).Provide guidance and support to technical teams managing daily operations.Budget & Financial OversightContribute to budgeting and forecasting for connectivity services.Track service costs and optimize spending.Professional Experience Requirements:Education:Bachelor’s degree in information technology, or a related field, or 5+ years of relevant experience.Work Experience:Relevant certifications such as CCNP, CCIE, or ITIL are highly desirablePrior experience leading and managing a team (with a minimum of 3-5 reports)5+ years of hands on technical experience supporting enterprise networks.Preferred experience within the warehouse distribution industryProfessional Skills: Networking & Connectivity ExpertiseStrong understanding of WAN, LAN, SD-WAN, MPLS, VPNs, DNS, DHCP, IP addressing, and firewalls.Proficiency with enterprise network technologies such as Datto switches, Meraki and CATO firewalls.ITIL FrameworkKnowledge of ITIL best practices, especially in incident, problem, and change management.Monitoring & Performance ToolsExperience with tools like Auvik, Nagios, PRTG, or similar.Service Management PlatformsProficiency in platforms like ConnectWise, Jira Service Management or similar.Security AwarenessBasic understanding of network security principles and compliance requirements (e.g., NIST, ISO 27001, CMMC).Vendor & Contract ManagementExperience negotiating SLAs, managing performance, and handling escalations.Budgeting & Cost ControlAbility to forecast costs, manage budgets, and find opportunities to reduce spend without compromising quality.Project ManagementAbility to manage and deliver connectivity-related projects on time and within scopeBenefits:401(k)401(k) matchingDental insuranceFlexible spending accountHealth insuranceLife insurancePaid time offVision insuranceTarget base salary is 120-130k. This is a remote position.We are an AA/EEO/Veterans/Disabled employer.Originally posted on Himalayas

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