IT Service Delivery Manager

at  CTS Corporation

CTS is a $550 million corporation that employs 4,000+ dedicated people. CTS designs and manufactures electronic components, actuators, and sensors to OEMs in the automotive, communications, medical, defense and aerospace, industrial, and computer markets. The company manufactures products in North America, Europe, and Asia. Founded in 1896 as Chicago Telephone Supply, CTS is headquartered in Lisle, IL.

SUMMARY

The position requires a high energy, customer focused, hands on individual who will be responsible for managing the global IT support team. The position will report to the VP of IT and Digitization.
The IT Service Delivery Manager is essential for leading our technical support team, which serves as the first point of contact for IT-related inquiries from our employees. This role is pivotal in ensuring that our support services are not just reactive but also proactive, aligning technical support with our organizational goals and employee needs.
The IT Service Delivery Manager will play a key role in driving the strategic direction of the support team, ensuring that our technology resources are leveraged to their fullest potential to support our mission and objectives. This position is based at our corporate headquarters in Lisle, IL. It requires occasional travel to other company sites.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Technical Proficiency in Support Systems: Expertise in configuring and managing support ticketing systems, ensuring they are optimized for efficient issue tracking and resolution.
• Team Leadership: Proven track record in leading, mentoring, and developing IT teams. Ability to identify and nurture talent, delegate responsibilities effectively, and foster a culture of continuous learning and improvement.
• Problem-solving Skills: Exceptional capability in diagnosing and resolving technical and system-related issues swiftly and efficiently.
• Effective Communication: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Customer Service Orientation: A proactive approach to meeting and exceeding user expectations, ensuring high satisfaction with IT services.
• Analytical Skills: Aptitude for analyzing support data to inform decision-making and improve service delivery.
• Strategic Planning: Skill in developing strategic plans for the IT support function, aligning with broader organizational goals.
• Time Management: Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.

REQUIREMENTS:

• Bachelor’s degree in computer science, information technology, or a related field or equivalent experience
• Minimum of 8 years of experience in an IT Service Delivery or Service Desk role, with at least 3 years in a leadership role.
• Strong technical knowledge of pc/laptop management, MS office tools, network and server infrastructure, and cybersecurity principles.
• Excellent leadership, communication, and project management skills.
• Ability to strategize and solve problems efficiently.
• ITIL Knowledge and Experience.
• Experience working with global teams in a manufacturing industry will be preferred.

• Responsible for managing day-to-day IT Desktop support and Operations including system monitoring, defining, and maintaining operating procedures, and processes to improve efficiency and productivity.
• Creates, assigns, and manages support issues in the IT ticketing system; monitors and/or escalates tickets ensuring any critical issues are resolved in a timely manner to minimize business or customer impact.
• Leading and monitoring team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
• Responsible for the managing the IT relationship with site management.
• Communicate and collaborate with site management on the IT priorities, key projects, policies and training, and address any gaps.
• Responsible for monitoring key system performance metrics.
• Responsible to ensure that all reported/ticketed work is completed within defined SLAs.
• Responsible to ensure each facility has adequate coverage and consistent services.
• Responsible to ensure each facility is aware of standards, policies, and processes.
• Troubleshooting and resolving technical issues.