Senior Manager, Global IT Network Service

A Brief Overview

The Senior Manager, Global IT Telecom & Network Service is a customer service focused role. They are responsible for developing and managing network service level agreements with the Belron business, IT and external service providers to ensure Belron's global network service requirements and obligations are met. They also ensure that the necessary actions are taken to respond to network problems or improve the network service.

This role works in partnership with the service operations and network supplier management teams to build and maintain relationships within the business, IT and supplier organizations, translating business strategy and model into Network Services accountability. The role interfaces with key IT and Business stakeholders with a global and local presence at a senior level and requires maintaining key relationships within Belron and the suppliers to deliver a world class network service.

• Lead the Network Services for the US and APACs within their remit, defining, managing, measuring, and meeting customer expectations. Ensure services meet agreed SLAs, monitor performance, and drive actions to resolve issues or improve service quality.
• Provide day-to-day leadership of the Network Service Capability, including direct oversight of the US Senior Network Manager, US Technical Operations Centre (TOC), and US Telecoms team, ensuring alignment with business priorities and operational excellence.
• Act as the senior point of accountability for all aspects of network service delivery and assurance, including proactive support and resolution of critical incidents to minimize business impact.
• Manage the interface between Network Services and internal customers, users, and third-party service providers, ensuring a seamless and responsive service experience.
• Lead the planning and documentation of business continuity activities related to network services, ensuring readiness in the event of a disaster.
• Support the development and refinement of contracts, OLAs, and SLAs in collaboration with Global Network Services Management.
• Ensure delivery of network project milestones across the team, working closely with the PMO and Plan Team to maintain alignment and visibility.
• Develop and improve incident and change management within the networking engineering space, driving initiatives to improve existing processes, provide feedback, develop new practices and procedures, and support audit initiatives to scale with network and customer growth.
• Performs other duties as assigned and complies with all policies and standards.

• Bachelor's Degree or equivalent Required
• 7-10 years IT Service / Technical Management experience
• 7-9 years supporting development of Network Strategy & Service Design and network operations/managing network suppliers
• 7-9 years experience operating in a transformational landscape and global setting
• Demonstrates business process acumen
• Demonstrable understanding and experience of ITIL
• Ability to engage, build relationships with and influence senior leadership and stakeholders
• Excellent analytical skills including an ability to anticipate and highlight potential issues and opportunities
• Strong oral and written communication
• Strong facilitation and negotiation skills
• Strong leadership skills
• Strong Project Management skills
• Good understanding of operational expenditure (OPEX) finance

• Competitive weekly pay and bonus opportunities
• Total job benefits valued at more than $10k. This includes a 401(k) plan with company matching, medical coverage plans, and paid time off programs, holidays and volunteer days
• Up to $5,250 in tuition reimbursement per year
• Health, wealth and life offerings information available at Safelite benefits portals

Our people are passionate about what they do, the product they sell, and the customers they serve. This job description is not all inclusive for every aspect of this role and is subject to change by the employer. Safelite is an equal opportunity employer and supports reasonable accommodations under ADA, ADEA, FMLA and other laws and regulations where applicable.