Manager, Network Service Delivery

The Manager, Network Service Delivery plays a critical leadership role in ensuring the reliability, security, and continuous evolution of the network services that enable TD's retail, campus, and colleague experience across Canada and the United States. This leader is accountable for delivering highly available, scalable, and customer-centric network services that support business growth, operational excellence, and a seamless user experience.

As the steward of Retail and Campus Network Services, this role drives service performance, operational resilience, and lifecycle modernization across LAN, WAN, SD-WAN, routing, and switching technologies. Through proactive planning, data-driven decision making, and a culture of continuous improvement, the Manager ensures network services remain secure, stable, and aligned with evolving business needs.

The successful candidate brings together strong people leadership, stakeholder influence, and technical expertise to build trusted partnerships across Network Engineering, Network Architecture, Wi-Fi & Network Access Control (NAC), Employee Enablement, and business teams. By aligning technology investments, operational priorities, and service outcomes, this leader enables the organization to deliver exceptional customer and colleague experiences while advancing TD's strategic objectives.

KEY ACCOUNTABILITIES

Retail & Campus Network Service Delivery

• Manage service delivery team of engineers for enterprise campus and retail network services.
• Drives a culture of automation and operational excellence, leveraging Infrastructure-as-Code and process automation principles to improve consistency, efficiency, resiliency, and service delivery outcomes across the network estate
• Accountable for financial planning, budget management, vendor spend oversight, and continuous identification of opportunities to improve operational efficiency and reduce total cost of ownership.
• Support retail & campus openings, relocations, renovations, and network infrastructure refresh initiatives.
• Partner with Network Engineering teams to ensure standards, architectures, and technology roadmaps are operationally supportable.
• Lead lifecycle planning activities for network hardware/software initiatives.
• Drive continuous improvement initiatives that improve service quality, operational efficiency, and customer satisfaction.
• Develop and maintain service delivery governance processes and operational standards.

Network Operations Partnership & Major Incident Leadership

• Partner with Network Operations to ensure efficient handoff of projects from service delivery to Ops,
• Serve as the L3 escalation leader for Priority 1 and Priority 2 network incidents.
• Lead cross-functional resolution efforts and executive communications during major outages.
• Drive post-incident reviews, corrective actions, and problem management initiatives to improve service stability.

Leadership & People Management

• Leads high-performing team through self-awareness, empathy, active listening, and the ability to positively influence outcomes across diverse stakeholder groups.
• Establish clear goals, priorities, and performance expectations.
• Manage workforce planning, talent development, and succession planning.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

Stakeholder Management & Communication

• Serve as the primary point of contact for network service delivery stakeholders.
• Communicate service performance, risks, and strategic initiatives to leadership.
• Partner with technology and business teams to align network services with organizational priorities.
• Represent Network Service Delivery in governance, operational, and planning forums.

Lifecycle Management & Continuous Improvement

• Lead lifecycle planning for network infrastructure, carrier services, and technical debt reduction.
• Drive service improvements through automation, standardization, and process optimization.
• Ensure documentation, support models, and operational procedures remain current.
• Support audit, compliance, risk, and resiliency initiatives.

EDUCATION & EXPERIENCE

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, Engineering, or Telecommunications.
• 8+ years of experience supporting enterprise network services and infrastructure.
• 3+ years of leadership experience direct management of teams.
• Experience supporting large-scale retail, campus, branch, or distributed enterprise environments.
• Strong knowledge of LAN, WAN, SD-WAN, routing, switching, carrier services, network observability, and ITSM processes.
• Experience managing SLAs, KPIs, service governance, vendors, and service providers.
• Strong communication, analytical, and stakeholder management skills.
• Experience leading major incident response and service restoration efforts.

Preferred Qualifications

• Experience in financial services, retail, or other highly distributed enterprise environments.
• Experience with Aruba, Arista, or Cisco networking technologies.
• Experience with SD-WAN platforms and ServiceNow.
• Experience with observability platforms such as ThousandEyes, NetBrain, or Splunk.
• Familiarity with network automation and infrastructure management tools.
• ITIL Foundation, CCNA, CCNP Enterprise, PMP, or equivalent certifications.

Technical Competencies

• Enterprise LAN, WAN, and SD-WAN service delivery
• Routing and switching technologies
• BGP, OSPF, QoS, TCP/IP, DNS, and DHCP
• Carrier and circuit service management
• Network observability and performance monitoring
• Major incident, problem, and change management
• Service delivery governance and KPI management
• Vendor and supplier management
• Lifecycle planning and continuous improvement

Success Measures

Success in this role will be measured by:

• Business Alignment of Network Services
• Team Leadership & Talent Development
• Financial Stewardship & Cost Optimization
• Service Delivery Performance
• Service Ownership & Governance Effectiveness
• Major Incident Leadership & Resolution Outcomes
• Lifecycle & Modernization Delivery
• Stakeholder Satisfaction & Partnership
• Continuous Service Maturity

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.