Service Delivery Manager Senior

At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.

Position Description

We are seeking a highly skilled and detail-oriented Service Delivery Sr. Manager to join our team. This position will report to the Global Director of Information Security, CISO. You will play a critical role in designing, implementing, maintaining and managing Modine’s ITIL processes, ITSM toolsets, Service Desk and Local Technical Support teams. Your expertise will be essential in ensuring efficient and effective service delivery to an organization’s clients. You’ll collaborate with cross-functional teams, mentor junior engineers, and ensure the highest level of network security. This is a key role in the modernization of Modine’s IT support organization.

Key Responsibilities

Develop and implement the long-term, multi-year strategy and corresponding project plan for IT Service Delivery including but not limited to: Key ITIL Processes, Critical KPI dashboards and reporting, Internal and 3rd Party SLAs, Service Ownership Roadmap for all key IT Systems, ITSM Roadmap and integrations, People management and organization roadmapsBuild an IT Service Delivery Organization from the ground up; this maybe include multiple teams with team leads or managers, cross functional individual contributors, global leads and contributors, etcNegotiate and implement a multi-year agreement with a new managed service provider as an additive to our existing L3 engineering organization(s)Implement a new set of processes around ITIL and ensure enforcement through KPIs and employee training programsChoose and implement a new ITSM tool to support the new IT Service Delivery Organization and ITIL processesMonitoring and managing desktop support, IT services desk, and IT support functions to ensure optimal serviceMaintaining high performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryDeveloping a deep understanding of projects to gain insights into the scope of service deliveryTaking accountability for service delivery performance, meeting customer expectations, and driving future demandAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationManaging our strategic partner relationships to ensure quality delivery of IT services

Required Education & Qualifications

Bachelor’s degree in a related field or equivalent experience10+ years managing IT operations teams in an ITIL environment for medium to large companiesExcellent skills in analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challengesBroad understanding of IT systems, infrastructure, and emerging technologies in order to understand the service delivery landscape and effectively communicating with technical teamsKnowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goalsPossess excellent written and oral communications skillsExcellent analytical, problem-solving, interpersonal, teamwork and project management skillsBe able to communicate effectively with resources at all levels of the Modine organizationBe able to work independently, meet deadlines, and drive for resultsBe able to think logically and independently and solve complex problems in their assigned area of responsibilityBe able to apply the Modine Values and support the 80/20 initiatives

Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.