Group Operations Manager

Job Summary

Role Purpose: The Network Operations Senior Manager (E5) provides strategic, operational, and program leadership for large‑scale enterprise network services. This role owns end‑to‑end service delivery, operational governance, and transformation outcomes for the Network track, managing highly optimized multi‑location teams and complex customer environments. The position acts as a single‑threaded leader for Network Operations, accountable for service stability, customer satisfaction, financial discipline, and continuous transformation across LAN, WLAN, WAN, and Factory Network domains. Key Accountability Areas: 1. Network Operations & Service Ownership Own end‑to‑end Network Operations delivery for enterprise customers, ensuring high availability, performance, and resiliency. Accountable for SLA / KPI compliance, service quality, and contractual commitments. Provide executive oversight for Major Incidents, chronic problem management, and RCA governance. Ensure operational readiness, risk mitigation, and compliance across all Network services. 2. Program & Portfolio Management (Network Track) Act as Program Head for the Network track, governing multiple operational, transition, and transformation programs. Drive service onboarding, transitions, tool rationalization, automation programs, and modernization initiatives. Define and institutionalize Target Operating Model (TOM), WoW, governance cadence, and escalation frameworks. Own executive‑level reporting, service reviews (MBR/QBR), and transformation roadmaps. 3. Senior Leadership & Team Optimization Lead large, highly optimized Network Operations teams across L1/L2/L3 engineers, technical leads, SMEs, and managers. Drive a culture of ownership, accountability, automation‑first mindset, and proactive operations. Own capacity planning, utilization optimization, succession planning, and leadership development. Mentor next‑line leaders and build a sustainable leadership pipeline within the Network track. 4. Technology & Platform Governance Provide strategic and operational oversight for: HPE Aruba LAN / WLAN Aruba Central Cradlepoint (Net Cloud Manager) Factory / Industrial Network environments Ensure platforms are leveraged for telemetry, proactive monitoring, analytics, and automation. Govern OEM engagements, technology roadmap alignment, and vendor escalations. 5. Transformation, Automation & Continuous Improvement Sponsor and drive automation, self‑heal, AI‑ops, and SRE‑aligned initiatives to improve efficiency and reduce cost. Own MTTR reduction, ticket deflection, repeat incident elimination, and operational maturity uplift. Identify and deliver cost optimization, productivity improvements, and margin protection initiatives. Champion best practices across ITIL, SRE, Fin Ops‑aligned operations, and service excellence frameworks. 6. Customer, Financial & Executive Stakeholder Management Act as senior escalation point for customers and internal leadership. Build trusted relationships with customer executives, OEMs, and internal account leadership. Own service commercials at operational level – cost governance, productivity commitments, and efficiency targets. Support audits, contractual reviews, renewals, and expansion discussions from an operations leadership lens. Required Experience & Skills Experience 14–18+ years in Network Operations, Service Delivery, or Infrastructure Program Leadership. Proven experience managing large‑scale enterprise or global network environments. Demonstrated success leading large, optimized operations teams in managed services / outsourcing environments. Strong exposure to customer‑facing leadership roles with executive interaction. Technical & Domain Expertise Strong operational and architectural understanding of: Enterprise LAN / WLAN / WAN Aruba ecosystem (LAN, WLAN, Aruba Central) Cradlepoint & Factory / Industrial Networks Deep understanding of ITSM, Service Governance, and Operational Ri

Key Responsibilities

1. Network Operations & Service Ownership Own end‑to‑end Network Operations delivery for enterprise customers, ensuring high availability, performance, and resiliency. Accountable for SLA / KPI compliance, service quality, and contractual commitments. Provide executive oversight for Major Incidents, chronic problem management, and RCA governance. Ensure operational readiness, risk mitigation, and compliance across all Network services. 2. Program & Portfolio Management (Network Track) Act as Program Head for the Network track, governing multiple operational, transition, and transformation programs. Drive service onboarding, transitions, tool rationalization, automation programs, and modernization initiatives. Define and institutionalize Target Operating Model (TOM), WoW, governance cadence, and escalation frameworks. Own executive‑level reporting, service reviews (MBR/QBR), and transformation roadmaps. 3. Senior Leadership & Team Optimization Lead large, highly optimized Network Operations teams across L2/L3 engineers, technical leads, SMEs, and managers. Drive a culture of ownership, accountability, automation‑first mindset, and proactive operations. Own capacity planning, utilization optimization, succession planning, and leadership development. Mentor next‑line leaders and build a sustainable leadership pipeline within the Network track. 4. Technology & Platform Governance Provide strategic and operational oversight for: HPE Aruba LAN / WLAN Aruba Central Cradlepoint (Net Cloud Manager) Factory / Industrial Network environments Ensure platforms are leveraged for telemetry, proactive monitoring, analytics, and automation. Govern OEM engagements, technology roadmap alignment, and vendor escalations. 5. Transformation, Automation & Continuous Improvement Sponsor and drive automation, self‑heal, AI‑ops, and SRE‑aligned initiatives to improve efficiency and reduce cost. Own MTTR reduction, ticket deflection, repeat incident elimination, and operational maturity uplift. Identify and deliver cost optimization, productivity improvements, and margin protection initiatives. Champion best practices across ITIL, SRE, Fin Ops‑aligned operations, and service excellence frameworks. 6. Customer, Financial & Executive Stakeholder Management Act as senior escalation point for customers and internal leadership. Build trusted relationships with customer executives, OEMs, and internal account leadership. Own service commercials at operational level – cost governance, productivity commitments, and efficiency targets. Support audits, contractual reviews, renewals, and expansion discussions from an operations leadership lens.

Skill Requirements

HPe Aruba, Cradlepoint, LAN/WLAN, SDWAN, Observability

Other Requirements

HPe Aruba, Cradlepoint, LAN/WLAN, SDWAN, Observability