IT Service Delivery Manager

Nexeo Plastics • Houston, TX

4d • Onsite

About The Position

The IT Service Delivery & Operations Manager is responsible for overseeing and continuously improving global IT service delivery and operational capabilities at Nexeo Plastics. This role ensures reliable, secure, and high-quality IT services across all regions by managing end-user services, service desk operations, network operations, endpoint management, asset management, and compliance with the company’s IT governance framework. The ideal candidate is a hands-on leader with strong operational discipline, a customer-service mindset, and experience supporting global organizations. This role partners closely with infrastructure, security, applications, and business stakeholders to ensure IT services align with business needs and deliver measurable value.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 8+ years of progressive experience in IT operations and service delivery roles, supporting enterprise environments.
• Strong experience managing global Help Desk / End User Services and IT operations.
• Hands-on knowledge of network operations, endpoint management, patching, and asset management.
• Experience working within IT governance and service management frameworks (ITIL strongly preferred).
• Proven ability to manage vendors and global service providers.
• Excellent communication, leadership, and stakeholder management skills.

Nice To Haves

• ITIL certification (Foundation or higher).
• Experience supporting global or multi-region organizations.
• Familiarity with cybersecurity operations and compliance requirements.
• Experience in manufacturing, distribution, or industrial enterprises.

Responsibilities

• Own end-to-end IT service delivery for global end-user services, including Help Desk and desktop support functions.
• Ensure consistent service levels, timely incident resolution, and high customer satisfaction across all regions.
• Establish and monitor SLAs, KPIs, and operational metrics, driving continual service improvement.
• Act as the escalation point for major incidents and service disruptions, ensuring rapid resolution and effective communication.
• Oversee the Network POD and collaborate with infrastructure teams to ensure network reliability, performance, and uptime across global locations.
• Coordinate workstation and endpoint patching activities to maintain security, stability, and compliance.
• Partner with cybersecurity teams to ensure operational controls support security requirements and risk management.
• Own IT asset management processes, including hardware and software lifecycle management, inventory accuracy, and cost optimization.
• Ensure compliance with licensing, asset tracking, and audit requirements.
• Drive standardization of endpoint and operational tools to improve efficiency and reduce technical debt.
• Ensure all IT service delivery and operations processes align with Nexeo Plastics’ IT governance framework.
• Support compliance with internal policies, regulatory requirements, and industry best practices (e.g., ITIL, , SOX where applicable).
• Maintain documentation, standard operating procedures, and operational runbooks.
• Manage third-party service providers and outsourcing partners supporting service desk, network, and endpoint operations.
• Review vendor performance, conduct service reviews, and ensure contractual SLA adherence.
• Identify opportunities to improve service quality and reduce operational costs through vendor optimization.
• Lead, coach, and develop IT operations and service delivery staff, fostering a culture of accountability and continuous improvement.
• Work closely with global IT teams, regional business leaders, and corporate functions to align IT services with business priorities.
• Support major IT initiatives, transitions, and transformations from an operational readiness and service perspective.

Benefits

• Nexeo Plastics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• Additionally, Nexeo Plastics participates in the E-Verify program to ensure employment eligibility of newly hired employees where required.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior