Sr Manager Regional Service Delivery

Position Title: Sr Manager Regional Service Delivery
Position Type: Regular - Full-Time
Position Location: Oakbrook Terrace
Requisition ID: 30327
JOB PURPOSE:
As the I&O Regional Service Delivery Sr Manager, you will lead our regional infrastructure and operations service delivery team to ensure the effective and efficient delivery of IT services in the designated geographic are or operating company including business offices, manufacturing plants and warehouses.
You will collaborate with internal stakeholders, external vendors, and executive leadership to drive operational excellence, enhance service quality, and optimize costs. A person in this position must understand and communicate the technology needs of the business areas to the Global Technology teams to develop and deliver a superior service model.
KEY RESPONSIBILITIES:

• Develop a privileged relationship with business stakeholders, global/regional technology, and I&O organization.
• Collaborate with internal stakeholders to understand the business requirements, assess based on the existing I&O offerings and ensure that IT services align with business objectives.
• Adopt strategies for delivering consistent and reliable I&O products and services to meet business needs and support organizational growth.
• Align regional technology roadmaps (quarterly/annually) and translate them for I&O execution for the region.
• Oversee the regional project portfolio (projects ongoing, projects to start, demand under validation) of business. Manage the business expectations, scope, timelines, and cost. Partner with Global I&O team to deliver the desired technical solutions.
• Drive I&O Service Performance in the region and ensure clear visibility to all stakeholders. Manage the KPI/Metrics and continuous improvement plan to enhance service quality, efficiency, and cost.
• Act as the point of contact for business in case of new I&O solutions deployment, technical upgrade, current service dissatisfaction, critical incidents, problems, or major changes.
• Ensure business satisfaction with I&O services and be proactive for business feedback. Conduct periodic business satisfaction surveys and establish NPS / improvements plan.
• Lead a team of service delivery engineers and technical specialists responsible for delivering infrastructure and operations services, including onsite end-user support (PCs, Mobile, Printers, Meeting Room equipment's, LAN and Wifi, Servers etc...). Champion cloud use cases and adoptions.
• Manage relationships with external vendors and service providers to ensure that contracted services are delivered according to agreed-upon terms and service level agreements (SLAs).
• Identify and mitigate risks related to service delivery, ensure compliance with relevant regulations and standards, and implement security measures to protect infrastructure and data.
• Develop and manage budgets for infrastructure and operations services, allocate resources effectively, and optimize costs while maintaining service quality.
• Provide leadership, guidance, and mentorship to the service delivery team, fostering a culture of collaboration, innovation, and continuous improvement.
• Run weekly/monthly steerco meetings with regional technology leadership team and report KPIs/performance.

KEY QUALIFICATION & EXPERIENCES:

• Bachelor's degree in computer science, information technology, or a related field
• 12+ years of IT experience, 5+ years of experience in IT Infrastructure service delivery, with at least 3 years in a leadership role in any global organization.
• Experience in managing Infrastructure operations in alignment with global technology standards and ITSM maturity models; preferably in a manufacturing organization.
• Excellent communication and interpersonal skills, with the ability to build positive relationships and collaborate effectively with stakeholders at all levels.
• Proven track record of developing and implementing strategies to improve service delivery, optimize costs, and drive operational excellence.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and deliver results.
• Experience managing vendor relationships and negotiating contracts and service agreements.
• Experience in leveraging enterprise global solutions in regions (Ex: SAP, Cloud Modernization, Monitoring, Dimensions, etc)
• Experience in setup of new offices, meeting rooms and modern work-place services
• Strong analytical and problem-solving skills, with the ability to analyze complex issues, identify root causes, and develop practical solutions.
• Knowledge of industry best practices and emerging trends in infrastructure and operations, including Cloud, AIOps, SRE, ITSM Maturity and automations. Relevant certifications (e.g., ITIL, PMP, Agile) are a plus.
• Must have technology leadership experience in Manufacturing/CPG domain

McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy
Job Family: Information Technology
Division: Global Technology
Department: Infrastructure and Operations
Location(s): US - United States of America : Illinois : Oakbrook Terrace || US - United States of America : Illinois : Chicago
Company: McCain Foods USA, Inc.