Senior Manager of Technical Operations

Role Overview We are seeking an experienced Network Team Manager to lead a professional services network engineering team. This leader will drive the team’s transformation from a strictly technical focus into a consultative, growth-oriented practice, emphasizing process improvements, delivery quality, and business development. The ideal candidate combines a strong technical networking background with exceptional leadership and strategic skills to mentor engineers, refine service delivery processes, ensure high customer satisfaction, and collaborate with sales in growing the business. This role is pivotal in elevating our networking services – improving how we deliver projects, developing team capabilities, and expanding our services’ reach through strategic client engagement. Key Responsibilities Responsibility

Description

Team Leadership & Development

Lead and mentor a team of network engineers, fostering a culture of accountability, collaboration, and continuous improvement. Inspire and develop team members through coaching, training, and clear performance goals.

Service Delivery & Process Improvement

Oversee end-to-end delivery of network projects and services, ensuring they meet high quality standards and client requirements. Must be willing to roll up your sleeves and contribute billable time as applicable. Continuously improve delivery methodologies, tools, and processes to increase efficiency and client satisfaction. Establish documentation standards and best practices for consistent service quality.

Quality Assurance & Performance

Implement and track key performance indicators (KPIs) for the team’s work. Ensure projects are delivered on-time and within budget, with rigorous quality checks. Monitor customer feedback and satisfaction to identify areas for improvement in delivery quality.

Customer Engagement & Consultative Support

Champion a consultative approach in all client interactions – guide the team to act as trusted advisors rather than only technical implementers. Engage directly with key clients when needed to understand their needs, tailor solutions, and ensure high customer satisfaction. Address escalations and ensure successful issue resolution, reinforcing client confidence.

Collaboration with Sales & Strategic Growth

Work closely with sales, pre-sales, and account management teams to grow the business. Assist in scoping engagements, crafting Statements of Work (SOWs), and positioning our network services to clients. Identify new service opportunities and contribute to go-to-market strategies. Regularly interface with sales on pipeline development and align team capacity with upcoming projects.

Practice Development & Innovation

Stay abreast of emerging network technologies and industry trends (e.g. SD-WAN, network security solutions, cloud networking) to drive innovation in service offerings. Leverage technical expertise to guide the team in designing modern solutions. Develop reusable frameworks, case studies, and best practices that enhance our delivery capability and market reputation.

Operational Management

Oversee resource allocation and team capacity planning to balance workload and optimize utilization. Standardize operational processes (change management, issue escalation, knowledge management) to improve consistency and reliability of service delivery. Ensure the team adheres to company and industry best practices (e.g. security compliance, documentation).

Required Qualifications Qualification

Details

Education & Background

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience. Solid foundation in networking concepts (LAN/WAN, TCP/IP, routing protocols) and system engineering.

Experience

8+ years of experience in networking/infrastructure roles, including at least 3–5 years in a leadership or management position. Proven track record of leading technical teams and delivering complex network solutions in a professional services or consulting environment.

Technical Proficiency

Deep knowledge of enterprise network infrastructure and security. Familiarity with network design, troubleshooting, and multi-vendor environments is essential.

Leadership & Management Skills

Demonstrated ability to lead and develop high-performing teams. Excellent communication and interpersonal skills for cross-functional coordination and client interactions. Strong project management skills to prioritize tasks, manage budgets, and meet deadlines.

Process Improvement Mindset

Experience in process optimization and establishing best practices for service delivery. Comfortable implementing frameworks or methodologies (e.g. ITIL for service management or Agile practices) to improve operations.

Client Focus

Customer-oriented attitude with experience in client-facing roles. Ability to translate business needs into technical solutions and articulate the value proposition of services to clients.

Business Acumen

Understanding of professional services business metrics and operations. Ability to collaborate with sales teams, contribute to business development, and drive growth of service revenue. Experience supporting sales by shaping proposals or SOWs is a strong plus.

Preferred Experience & Skills Preferred Experience/Skill

Benefit to the Role

Industry Certifications

Relevant networking and management certifications are highly valued.

Consulting/Professional Services

Extensive experience in a consulting firm or professional services division, especially in a client-facing network solutions capacity.

Pre-Sales Collaboration

Experience working with sales engineers or account executives in shaping solutions or responding to RFPs.

Change Management & Growth

Proven experience in transforming or scaling a technical team or practice.

Communication & Thought Leadership

Strong presentation and communication skills, with experience speaking to executive stakeholders or at industry events.

Performance Metrics Metric

Target/Indicator

Project Delivery Timeliness

Percentage of projects delivered on or before the agreed timeline.

Budget & Scope Management

Projects delivered within budget and scope.

Service Quality

Low rework/defect rates and high first-time-right delivery.

Client Satisfaction (CSAT/NPS)

High customer satisfaction scores from post-project surveys.

Team Utilization & Development

Efficient utilization of team members on billable projects and growth in team capabilities.

Business Growth

Contribution to revenue and practice growth.

Operational Improvements

Implementation of new processes or tools that improve efficiency.

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Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.