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Job Description

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**

2. Oversee end-to-end delivery of connectivity services across the enterprise.

3. Ensure SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs are met.

4. Act as the primary point of contact for all connectivity-related service issues.

5. **Vendor & Carrier Management**

6. Manage relationships with ISPs, telecom providers, and network vendors.

7. Handle vendor contracts, performance reviews, and escalations.

8. Ensure vendors adhere to service commitments and compliance requirements.

9. **Incident & Problem Management**

10. Lead resolution of network incidents and major outages.

11. Coordinate root cause analysis (RCA) for recurring issues.

12. Collaborate with internal teams and vendors to prevent future disruptions.

13. **Change Management**

14. Manage and coordinate connectivity-related changes and upgrades.

15. Assess risks and impact, ensure proper planning and communication.

16. **Monitoring & Reporting**

17. Ensure robust network monitoring and alerting is in place.

18. Produce regular reports on network performance, capacity, and service availability.

19. **Customer Relationship Management**

20. Serve as a bridge between technical teams and business stakeholders.

21. Understand business needs and ensure connectivity services support them effectively.

22. **Continuous Improvement**

23. Identify opportunities to improve network performance, reliability, and cost-efficiency.

24. Implement best practices, standardize processes, and drive automation where possible.

25. **Compliance & Security**

26. Ensure adherence to industry standards, regulatory requirements (e.g., ISO, NIST, GDPR), and company policies.

27. Collaborate with cybersecurity teams to ensure secure connectivity solutions.

28. **Team Coordination**

29. Lead or coordinate network service teams (internal or external).

30. Provide guidance and support to technical teams managing daily operations.

31. **Budget & Financial Oversight**

32. Contribute to budgeting and forecasting for connectivity services.

33. 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._