Job Description

JOB DESCRIPTION SUMMARY

The IT Service Delivery Manager is accountable for the end-to-end delivery, reliability, and continuous improvement of IT services across a multi-location manufacturing and support center environment for a global brand. This role leads the Service Delivery team and serves as the single point of accountability for operational IT performance, ensuring services are predictable, measurable, and aligned with business expectations.

Operating within an ITIL-based service management framework, the IT Service Delivery Manager establishes clear ownership of Incident, Problem, and Change Management, drives disciplined execution, and uses data-driven insights to improve service quality and customer satisfaction. Success in this role is measured by service performance metrics, stakeholder confidence, and consistent achievement of SLAs and operational outcomes.

DUTIES AND RESPONSIBILITIES (Essential Job Functions)

The duties and responsibilities of this position shall consist of, but not be limited to, the following:

Service Delivery Ownership & ITIL Execution

• Own and manage IT service delivery operations across manufacturing sites, distribution locations, and corporate/support environments, ensuring consistent service levels globally.
• Serve as the process owner for ITIL disciplines including Incident Management, Problem Management, Change Management, and Request Fulfillment.
• Establish, document, and enforce standardized ITSM processes, escalation paths, and service ownership models.
• Ensure operational stability while driving continuous improvement and maturity of service management practices.

Metrics, Reporting & Performance Management

• Define, implement, and maintain service performance metrics aligned to business outcomes, including SLA adherence, incident trends, ticket aging, and customer satisfaction indicators.
• Develop regular, transparent reporting for IT leadership and business stakeholders, translating operational data into clear insights and actions.
• Use metrics to identify root causes, recurring issues, and systemic improvement opportunities—moving the organization from reactive to proactive service delivery.
• Hold the service delivery team accountable to performance expectations and measurable outcomes.

Team Leadership & Accountability

• Lead, coach, and develop the Service Delivery team, setting clear expectations for ownership, professionalism, and customer engagement.
• Foster a culture of accountability, continuous improvement, and operational discipline.
• Identify skill gaps, staffing needs, and development opportunities to ensure sustainable service delivery across all locations and time zones.
• Ensure effective on-call, escalation, and coverage models appropriate for a global manufacturing environment.

Customer & Stakeholder Experience

• Act as the primary point of accountability for IT service performance and customer satisfaction.
• Build strong partnerships with manufacturing leadership, corporate functions, and support center stakeholders.
• Ensure incidents and changes are communicated clearly, appropriately, and with a strong customer-focus.
• Own the delivery and reliability of enterprise A/V and conference room technology, including meeting room systems, video conferencing platforms, and room scheduling solutions, partnering with Infrastructure, Facilities, and vendors to ensure consistent, high‑quality end‑user experiences.
• Balance speed, quality, and risk while maintaining trust and credibility with the business.

Cross-Functional Collaboration

• Coordinate closely with Infrastructure, Network, Security, and Applications teams to ensure cohesive service delivery.
• Partner with Security and Compliance teams to ensure service delivery aligns with risk, audit, and regulatory requirements.
• Provide oversight and accountability for physical security systems at designated sites, including video surveillance (cameras) and electronic access control systems, partnering with Security, Facilities, and vendors to ensure systems are operational, compliant, and aligned with business and regulatory requirements.
• Perform other duties as assigned.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an Team Member to be successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the Team Member is regularly required to sit, use hands and fingers, handle, or feel and talk or hear. The Team Member is occasionally required to stand, walk, and reach with hands and arms. The Team Member must occasionally lift and/or more up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The work environment is a plant/office setting with varying degrees of temperatures and noise levels. Exposure to manufacturing equipment movement and wet/slippery floors. However, the vast amount of work is conducted in a climate-controlled office. Travel may be required.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE

Required:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 7+ years of experience in IT operations or service delivery roles with accountability for service outcomes.
• 3+ years of experience leading service delivery, service desk, or IT operations team.
• Hands-on experience operating within an ITIL-based service management framework, with direct responsibility for Incident, Problem, and Change Management.
• Experience with ITSM platform implementation and service analytics tools used to manage workflows, metrics, and reporting.
• Experience with IT asset management practices, including hardware and software asset tracking, lifecycle management, inventory accuracy, and coordination with procurement and finance to support cost control, audits, and refresh planning.
• Experience supporting enterprise A/V and conference room technology, including meeting room systems, video conferencing platforms, room scheduling solutions, and coordination with vendors or facilities teams to ensure reliable end‑user experiences.
• Proven experience establishing, tracking, and improving service metrics and KPIs, including SLA performance, incident trends, ticket aging, and customer satisfaction.
• Demonstrated ability to produce clear, consistent service reporting for IT leadership and business stakeholders, translating operational data into actionable insights.
• Demonstrated success improving customer satisfaction and stakeholder confidence through structured processes, transparency, and accountability.
• Experience acting as the single point of accountability for IT service delivery, including ownership of escalations and stakeholder communications.
• Experience supporting multi‑site or geographically distributed environments, preferably manufacturing or 24x7 operations.

Preferred:

• Vendor or managed service provider oversight experience.
• Exposure to organizational transitions such as acquisitions or operating model changes.
• Background driving service predictability and operational discipline, moving teams from reactive support to proactive service management.
• Formal ITIL certification or equivalent training.

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES

Technical & Operational:

• ITSM platforms and service analytics tools (Fresh Service, ServiceNow, etc.).
• Microsoft enterprise application experience, including endpoint management and imaging procedures using Microsoft Intune, with an understanding of device lifecycle management, standard builds, and deployment practices.
• SLA and KPI reporting and trend analysis.
• Technical fluency across infrastructure, network, end‑user computing, and service desk operations.
• Understanding of security incident coordination and vendor operating models.

Core Abilities:

• Ability to communicate complex technical issues clearly to technical and non‑technical audiences.
• Strong leadership, judgment, and decision‑making under pressure.
• Ability to balance operational reliability, risk, and business enablement.
• High degree of professionalism and discretion with sensitive information.
• Willingness to travel up to 10–15%.

Additional Information

The salary range for this role is is $120,000 - $140,000 (Annually). Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, and candidate skill set and experience. Base pay is just one component of Jack Link’s Total Rewards package for Team Members. Other rewards may include annual incentive and program-specific awards. Jack Link’s provides a variety of benefits to eligible Team Members, including medical, dental and vision benefits, life and disability insurance, 401k participation, paid holidays, and paid time off.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:
Jack Link’s is a participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit: http://www.uscis.gov/e-verify/employees

All your information will be kept confidential according to EEO guidelines.

Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.