Service Delivery Manager- Connectivity

AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products.

We support a diverse industry base of manufacturers across a broad range of industries. Our experienced team has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency.

We are A Company Culture Devoted to Innovation & Improvement

AFC provides localized expertise to customers in particular industries and geographies. We don't have a traditional hierarchical management structure where everyone simply "reports up." Instead, our company is made up of on-the-ground experts operating in an entrepreneurial fashion with the backing and support of an enterprise-grade organization.

Sharing cultural values breeds consistency and quality throughout our organization. Collectively, we are committed to a simple management approach, which influences our company culture and our management style.

The Service Delivery Manager – Connectivity reports to the Director of Infrastructure and is a key component to the success of AFC Industries.   This position is responsible for overseeing a team of Network Engineers, managing day-to-day operations, ensuring efficient troubleshooting and resolution of the networking infrastructure, providing training, assigning workloads, tracking performance metrics, and acting as a point of contact for networking projects and issues within the organization.

Key Responsibilities:

1. Service Management & Delivery
   • Oversee end-to-end delivery of connectivity services across the enterprise.
   • Ensure SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs are met.
   • Act as the primary point of contact for all connectivity-related service issues.
2. Vendor & Carrier Management
   • Manage relationships with ISPs, telecom providers, and network vendors.
   • Handle vendor contracts, performance reviews, and escalations.
   • Ensure vendors adhere to service commitments and compliance requirements.
3. Incident & Problem Management
   • Lead resolution of network incidents and major outages.
   • Coordinate root cause analysis (RCA) for recurring issues.
   • Collaborate with internal teams and vendors to prevent future disruptions.
4. Change Management
   • Manage and coordinate connectivity-related changes and upgrades.
   • Assess risks and impact, ensure proper planning and communication.
5. Monitoring & Reporting
   • Ensure robust network monitoring and alerting is in place.
   • Produce regular reports on network performance, capacity, and service availability.
6. Customer Relationship Management
   • Serve as a bridge between technical teams and business stakeholders.
   • Understand business needs and ensure connectivity services support them effectively.
7. Continuous Improvement
   • Identify opportunities to improve network performance, reliability, and cost-efficiency.
   • Implement best practices, standardize processes, and drive automation where possible.
8. Compliance & Security
   • Ensure adherence to industry standards, regulatory requirements (e.g., ISO, NIST, GDPR), and company policies.
   • Collaborate with cybersecurity teams to ensure secure connectivity solutions.
9. Team Coordination
   • Lead or coordinate network service teams (internal or external).
   • Provide guidance and support to technical teams managing daily operations.
10. Budget & Financial Oversight
    • Contribute to budgeting and forecasting for connectivity services.
    • Track service costs and optimize spending.

Professional Experience Requirements:

Education:

• Bachelor’s degree in information technology, or a related field, or 5+ years of relevant experience.

Work Experience:

• Relevant certifications such as CCNP, CCIE, or ITIL are highly desirable
• Prior experience leading and managing a team (with a minimum of 3-5 reports)

• 5+ years of hands on technical experience supporting enterprise networks.
• Preferred experience within the warehouse distribution industry

Professional Skills:

1. Networking & Connectivity Expertise

• Strong understanding of WAN, LAN, SD-WAN, MPLS, VPNs, DNS, DHCP, IP addressing, and firewalls.
• Proficiency with enterprise network technologies such as Datto switches, Meraki and CATO firewalls.

1. ITIL Framework

• Knowledge of ITIL best practices, especially in incident, problem, and change management.

1. Monitoring & Performance Tools

• Experience with tools like Auvik, Nagios, PRTG, or similar.

1. Service Management Platforms

• Proficiency in platforms like ConnectWise, Jira Service Management or similar.

1. Security Awareness

• Basic understanding of network security principles and compliance requirements (e.g., NIST, ISO 27001, CMMC).

1. Vendor & Contract Management

• Experience negotiating SLAs, managing performance, and handling escalations.

1. Budgeting & Cost Control

• Ability to forecast costs, manage budgets, and find opportunities to reduce spend without compromising quality.

1. Project Management

Ability to manage and deliver connectivity-related projects on time and within scope

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Target base salary is 120-130k.  This is a remote position.

We are an AA/EEO/Veterans/Disabled employer.

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