Senior Manager, Service Delivery

Role Overview

• Provide overall leadership and direction for the domestic IT Service Delivery organization, ensuring consistent support across all CMC operating locations
• Define and execute the Service Delivery strategy in alignment with CMC IT, ITSM, and Digital Operations Center objectives
• Establish clear service expectations, standards, and operating models that support both day-to-day operations and long-term business growth
• Ensure service delivery evolves from reactive support toward proactive, standardized, and continuously improving operations
• Lead, mentor, coach, and develop regional Service Delivery leaders and site-based support teams
• Build a strong leadership pipeline by setting expectations for accountability, professionalism, and customer focus
• Ensure teams have the skills, training, and tools required to support complex manufacturing, corporate, and commercial environments
• Promote a culture of ownership, collaboration, and continuous improvement across all Service Delivery teams
• Act as a primary point of engagement between IT Service Delivery and CMC business leaders at mills, plants, corporate, sales, and recycling operations
• Establish and maintain strong, trust-based relationships with business stakeholders to understand needs, priorities, and service expectations
• Ensure clear, consistent, and transparent communication regarding service performance, risks, planned changes, and improvement initiatives
• Translate business feedback into actionable service delivery improvements and measurable outcomes
• Ensure Service Delivery operations align with CMC ITSM standards for Incident, Request, Problem, and Knowledge Management
• Partner closely with IT Operations, ITSM, and DOC leadership to ensure effective escalation paths, major incident coordination, and operational transparency
• Drive consistency in ticket quality, documentation, and data accuracy to enable effective reporting, trend analysis, and decision-making
• Plan, coordinate, and manage all End-of-Standard-Life (EOSL) hardware refresh initiatives across domestic locations
• Lead and execute field-based deployments, upgrades, recoveries, and technology refresh projects requiring hands-on, onsite support
• Coordinate Service Delivery resources in support of projects owned by other IT teams or business initiatives requiring in-field execution
• Ensure projects are delivered on time, within scope, and with minimal operational disruption
• Maintain decision authority over day-to-day Service Delivery operations, resource allocation, field prioritization, and execution of approved budgets
• Make operational decisions required to restore service, mitigate risk, and meet business commitments
• Serve as the primary escalation point for regional leaders and site teams for unresolved service, staffing, or delivery issues
• Escalate matters involving material business impact, significant financial risk, policy exceptions, or enterprise-wide implications to IT Operations leadership
• Identify and lead service delivery process improvements that enhance reliability, efficiency, and customer experience
• Leverage operational data, incident trends, and business feedback to reduce repeat issues and improve first-time resolution
• Champion standardization and simplification across sites while accommodating unique operational requirements
• Support automation, tooling improvements, and ServiceNow-enabled workflows in partnership with ITSM and DOC teams
• Own and manage the Service Delivery operating budget, ensuring fiscal discipline and alignment with IT financial plans
• Forecast resource needs, justify investments, and identify cost optimization opportunities without compromising service quality
• Ensure vendor and contract spend associated with Service Delivery is managed effectively and delivers measurable value
• Define and monitor key service delivery metrics, including service quality, responsiveness, customer satisfaction, and operational efficiency
• Provide regular performance reporting and executive-level insights to IT and business leadership
• Hold regional leaders accountable for results while enabling them with the data and authority needed to succeed

Requirements

• Minimum 2 years’ experience with budgeting, expense management and contract management
• Knowledge and experience in a large environment (>5,000 users, >2000 Nodes), including extensive hands-on experience with data center and large remote office routing and switching
• Experience deploying data center core switching and routing technologies
• Experience designing and deploying Cisco Industrial switches
• Cisco BGP routing proficiency.
• ITIL Foundation Certified (or experience with ISO or CMMI), preferred
• Active participant in related professional forums, user groups, etc., preferred
• Cisco Certifications, preferred
• Ability to think critically to recognize problems, identify opportunities and suggest solutions for improvement
• Excellent written and verbal communication, including facilitation
• Ability to prioritize, plan and drive issues, tasks and deliverables from concept to closure
• Proactive nature and ability to remain calm in crisis situations
• Customer service mindset that allows for a consultative approach to internal clients
• Minimum 10 years’ experience in a variety of technologies including: network and telecom equipment, network device and deployment engineering, and systems design
• Minimum of 5 years of experience managing technologies and remote deployment teams.

Tech Stack

• ITSM
• ServiceNow
• Switching

Benefits

• Day 1 Benefits Coverage with low cost Medical, Vision, Dental
• Day 1 Paid-time Off and Vacation
• 4.5% Company Match 401(k) plan
• $500 Annual Company-paid Lifestyle Benefit
• Competitive Compensation and Bonuses
• Company-paid Life and Disability Insurance
• Employee Stock Purchase Plan
• Training and Advancement Opportunities