The DMZ & Firewall Network Service Manager is accountable for the end-to-end service life cycle, new product offerings, workload management, and customer experience of JPMorgan Chase’s enterprise network services across the DMZ & Firewall services. DMZ and Firewall services underpin JPMorgan Chase’s mission critical global external connectivity and security infrastructure. In this role, you will lead service strategy and new product development, manage new demand and workload, champion the voice of the customer, and drive continual improvement. In partnership with Engineering, Service Delivery, and Operations, you will deliver measurable gains in reliability, performance, cost efficiency, and risk reduction.

Job Responsibilities Service and Product Strategy

• Develops a service strategy and product vision that delivers value to customers
• Manages discovery efforts and market research to uncover customer solutions and integrate them into the product roadmap
• Builds the framework and tracks the service and product's key success metrics such as cost, feature and functionality, risk posture, and reliability
• Supports the development of business cases to support the roadmap implementation
• Partner with Network Engineering and Architecture to evolve designs and drive automation-first delivery

Workload Management

• Owns, maintains, and develops a product backlog that enables development to support the overall strategic roadmap and value proposition
• Drives planning and delivery of the book of work by distilling the Objectives and Key results into a Quarterly Plan and downstream sprint planning
• Works with clients, engineering, and service delivery to prioritize the book of work and backlog
• Provides reporting on deliverables against objectives

Stakeholder Management

• Interacts with clients, engineering and service delivery teams on business required service, ensure follow-up on client unique requirement until delivery.
• Manage a clear portfolio of projects and key change activities for supported entities. Ensure client’s awareness of projects and ensure technology partners are supported in their effective implementation.
• Demonstrated experience in structuring and handling complex business solutions or technology problems to meet client needs while advising teams on strategies and best practices

Business Management

• Manage service budgets, business case, procurement, and oversee vendor performance, contract SLAs, and escalation paths

• Work with the engineering and service delivery team for Monthly Business Review (MBR) and BOW Quarterly Planning

Leadership and Technical Expertise

• Applies problem-solving methodologies focused on analyzing complex data and systems, anticipating issues, and finding ways to mitigate risk
• Works with engineering and service delivery teams to develop solutions required to resolve issues and modernize the organization and its technology processes
• Drives results and implements multiple complex programs
• Executes work according to compliance standards, risk and security, and business objectives
• Works with engineering and service delivery teams to consider upstream/downstream system or technical implications and advises on mitigation actions
• Adds to team culture of diversity, equity, inclusion, and respect

Risk Management:

• Ensure the effective implementation of risk management practices through the identification, assessment and timely treatment of risks.
• Maintain a good understanding of internal and external control requirements and regulatory expectations.
• Effectively represent Network Services in discussions with Audit, Compliance and Regulators

Required qualifications, capabilities, and skills

• 8–12+ years in large-scale enterprise networking, including 3–5+ years in service ownership, product management, or operations leadership roles.
• Demonstrated accountability for end-to-end network service outcomes in complex, regulated environments.
• Deep understanding of networking, DMZ and enterprise network architecture, firewall technology, and network security
• Excellent communication skills with proven ability to influence senior stakeholders and simplify complex topics for non-technical audiences.

Preferred qualifications, capabilities, and skills

• Demonstrated prior experience working in a highly matrixed, complex organization