Network Service Delivery Manager

Location Designation: Hybrid - 3 days per quarter 

As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success.

 
New York Life is seeking a Network Service Delivery Manager who will act as the primary liaison with our managed service partners to ensure the highest level of network availability and reliability.
The position is responsible for working with the architecture, engineering and project management teams as well as other service organizations and vendors (ATT/VERIZON/TCS) to manage the delivery, implementation, and management of network services for the NYL network. The position is responsible for managing junior level operations associates.

What You’ll Do:

Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed.
Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
Maintains high performing operational service support functions for support of operational “Run” activities for Infrastructure and Cloud Services.
Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed.
Accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Manage the day-to-day activity and provide direction to operations group associates.
Drives internal and third-party service review meetings covering performance, service improvements, quality and processes.
Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.
Develops and provides regular and accurate management reporting on IT Service performance.

What You’ll Bring:

5+ years of experience in Network Operations and Service Delivery in supporting enterprise networks and all related components, including switching and routing solutions
3+ years of experience working with ServiceNow
Knowledgeable in Cisco switching, routing, and wireless technologies
Strong ITIL experience (certification highly preferred)
Excellent client facing / customer interaction skills and experience
Strong documentation skills in service delivery processes/methodologies is needed to be successful
Excellent problem solving, communication, prioritization, and organizational skills
Able to execute with minimal direction
Highly collaborative, team-oriented individual
Ability to work with internal and external business partners

Education
bachelor’s degree in IT Technology or equivalent experience preferred but not required.

#LI-KV1

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Pay Transparency

Salary Range:  $125,000-$212,500 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

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Job Requisition ID: 90635