Senior Manager, Service Delivery

CMC

Lead and direct domestic IT Service Delivery for CMC with focus on operational efficiency and customer satisfaction. Mentor teams to ensure high service standards across locations.

Posted 5/21/2026full-timeIrving • Texas • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNowSwitching

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

budgetingexpense managementcontract managementdata center routingdata center switchingCisco Industrial switchesCisco BGP routingnetwork device engineeringsystems designremote deployment

Soft Skills

leadershipmentoringcoachingcommunicationproblem-solvingcritical thinkingprioritizationplanningcustomer servicecollaboration

Certifications

ITIL FoundationCisco Certifications