Manager, Tech Service Delivery - Field Network

It Service Delivery Manager

A Day in the Life: Hertz is looking for a proactive, results-driven IT Service Delivery Manager to join our Field Network Team. This role is pivotal in ensuring seamless network operations and delivering exceptional customer service across all Hertz locations. You will partner with IT leadership, delivery teams, and external vendors to implement network solutions efficiently and maintain flawless day-to-day operations.

What You'll Do:

• Manage end-to-end network support for field locations, including:
• Field Support & Operations
• Circuit connectivity
• Move/Add/Change coordination
• SLA tracking and issue resolution
• Lead and coordinate a team of analysts and managed service resources to deliver reliable, responsive support for all Field networking requirements.
• Manage network-related project delivery, ensuring timelines and budgets are met.
• Participate in annual budget planning.
• Conduct regular team standups to monitor progress and deliverables.
• Enforce ITSM processes for Change, Incident, and Problem Management.
• Utilize dashboards and reports to track SLA and KPI compliance weekly.
• Serve as the primary liaison between managed service providers and the Field Networking team for escalations and requests.
• Maintain vendor relationships and escalate site surveys, installations, and performance issues as needed.
• Manage circuit turn-ups for Hertz locations, collaborating with internal resources, circuit providers, airport authorities, and technicians.
• Support acceptance testing and service activation for new network services.
• Contribute to developing and refining procedures for Field Network infrastructure.
• Participate in network design discussions and document requirements for large-scale projects.
• Track and report on the lifecycle of field network devices.

What We're Looking For:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field (preferred).
• 3+ years of experience in IT Service Delivery or related roles.
• Experience supporting network infrastructure in large enterprise environments.
• Familiarity with network vendors such as Cisco, Meraki, and Fortinet.
• Strong understanding of circuit connectivity and infrastructure.
• Exceptional customer service and escalation management skills.
• Ability to prioritize tasks, manage multiple projects, and meet deadlines.
• Proficiency in project tracking and digital workflow tools; agile methodology experience is a plus.
• Familiarity with Telecom Expense Management (TEM) tools.
• Strong data analysis skills using Excel.
• Excellent communication and presentation skills; ability to build relationships across diverse teams.
• Highly organized, self-directed, and collaborative.

We expect the starting salary to be around $115,000 to $140,000 with annual bonus eligibility. The actual salary will be determined based on years of relevant work experience.

What You'll Get:

• 40% off the base rate of any standard Hertz Rental
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts –Theme Park Tickets, Gym Discounts & more

**US EEO STATEMENT** At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran