Network Operations Manager

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

Service Delivery & Operations Management:

• Own delivery of 24x7x365 network operations services across global infrastructure.

• Ensure service performance aligns with SLA and KPI targets (availability, MTTR, change success rate, etc.).

• Oversee incident, problem, and change management across all tiers (L1–L3).

• Ensure consistent execution of ITIL-aligned ITSM processes.

• Act as escalation authority for major (P1/P2) incidents and enterprise outages

Leadership & Soft Skills

• Strong executive communication and stakeholder management

• Ability to translate operational metrics into business impact

• Decision-making under pressure during critical incidents

• Operational rigor with emphasis on process discipline

Vendor & Managed Service Oversight:

• Govern MSP delivery model, Ensure vendor compliance with staffing model (roles, coverage, redundancy), service quality and KPI targets

• Lead vendor performance reviews, including weekly service reviews, monthly engagement reporting and Quarterly business reviews (QBRs)

Capacity, Performance & Continuous Improvement:

• Oversee network capacity planning and performance optimization

• Drive continuous improvement initiatives, including automation and tooling enhancement, monitoring and observability improvements

• Runbook and documentation standardization

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.