Senior Manager of Technical Operations

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Role Overview
We are seeking an experienced Network Team Manager to lead a professional services network engineering team. This leader will drive the team’s transformation from a strictly technical focus into a consultative, growth-oriented practice, emphasizing process improvements, delivery quality, and business development. The ideal candidate combines a strong technical networking background with exceptional leadership and strategic skills to mentor engineers, refine service delivery processes, ensure high customer satisfaction, and collaborate with sales in growing the business. This role is pivotal in elevating our networking services – improving how we deliver projects, developing team capabilities, and expanding our services’ reach through strategic client engagement.

Key Responsibilities

Responsibility

Description

Team Leadership & Development

Lead and mentor a team of network engineers, fostering a culture of accountability, collaboration, and continuous improvement. Inspire and develop team members through coaching, training, and clear performance goals.

Service Delivery & Process Improvement

Oversee end-to-end delivery of network projects and services, ensuring they meet high quality standards and client requirements. Must be willing to roll up your sleeves and contribute billable time as applicable.  Continuously improve delivery methodologies, tools, and processes to increase efficiency and client satisfaction. Establish documentation standards and best practices for consistent service quality.

Quality Assurance & Performance

Implement and track key performance indicators (KPIs) for the team’s work. Ensure projects are delivered on-time and within budget, with rigorous quality checks. Monitor customer feedback and satisfaction to identify areas for improvement in delivery quality.

Customer Engagement & Consultative Support

Champion a consultative approach in all client interactions – guide the team to act as trusted advisors rather than only technical implementers. Engage directly with key clients when needed to understand their needs, tailor solutions, and ensure high customer satisfaction. Address escalations and ensure successful issue resolution, reinforcing client confidence.

Collaboration with Sales & Strategic Growth

Work closely with sales, pre-sales, and account management teams to grow the business. Assist in scoping engagements, crafting Statements of Work (SOWs), and positioning our network services to clients. Identify new service opportunities and contribute to go-to-market strategies. Regularly interface with sales on pipeline development and align team capacity with upcoming projects.

Practice Development & Innovation

Stay abreast of emerging network technologies and industry trends (e.g. SD-WAN, network security solutions, cloud networking) to drive innovation in service offerings. Leverage technical expertise to guide the team in designing modern solutions. Develop reusable frameworks, case studies, and best practices that enhance our delivery capability and market reputation.

Operational Management

Oversee resource allocation and team capacity planning to balance workload and optimize utilization. Standardize operational processes (change management, issue escalation, knowledge management) to improve consistency and reliability of service delivery. Ensure the team adheres to company and industry best practices (e.g. security compliance, documentation).

Required Qualifications

Qualification

Details

Education & Background

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience. Solid foundation in networking concepts (LAN/WAN, TCP/IP, routi