IT Service Delivery Specialist

Plexus • Neenah, WI

2d

About The Position

The IT Service Delivery Specialist ensures the effective delivery of IT operational services that support business objectives. This role orchestrates work by leading team-level Work Planners, governing the operational management framework, managing service performance, and driving continuous improvement to guarantee the stability, efficiency, and security of IT systems and services.

Requirements

• Bachelor’s Degree with 5 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Demonstrated experience in IT service management, IT operations, or a comparable role.
• Strong leadership and mentoring capabilities to guide and develop team leads and planners.
• Superior communication, negotiation, and interpersonal skills for managing stakeholder relationships.
• Advanced analytical and problem-solving skills to interpret performance metrics and drive meaningful improvements.
• A strategic mindset with the ability to orchestrate complex work streams across a global, multi-team environment.

Nice To Haves

• ITIL (Information Technology Infrastructure Library) certification is strongly preferred.
• Experience working within an Agile or Kanban operational environment.
• Proficiency with IT Service Management (ITSM) tools and visual task boards.

Responsibilities

• Service Level Management: Establishes and manages Service Level Agreements (SLAs) with business stakeholders. Monitors and reports on service performance, ensuring operational teams meet or exceed agreed-upon targets for work like maintenance, incident management, and security operations.
• Process Governance and Execution: Owns and governs the IT Operations Management framework. Champions the consistent application of Kanban boards, T-shirt sizing for work estimation, and standardized planning cadences, including weekly planning, daily check-ins, and backlog refinement.
• Cross-Team Orchestration (Master Planner): As the "Master Planner," this role oversees and coordinates the backlog of work across multiple teams. It provides leadership and direction to team "Work Planners" to manage dependencies and ensure priorities are aligned with organizational goals.
• Continuous Improvement: Utilizes Key Performance Indicators (KPIs) such as work item throughput, cycle time, and patch compliance to identify process bottlenecks and opportunities for improvement. Drives initiatives to enhance service quality, efficiency, and team satisfaction.
• Stakeholder and Vendor Management: Acts as a primary point of contact for business stakeholders regarding the performance of IT operational services. Manages relationships with key third-party vendors and suppliers to ensure they meet their contractual obligations.
• All GT team members are responsible for upholding the organization's cybersecurity posture by adhering to security policies and procedures, actively participating in training, protecting data and systems, actively identifying and mitigating vulnerabilities, and promptly reporting any suspicious activity or potential security incidents.

Benefits

• Plexus offers a comprehensive benefits package designed to support team members' wellbeing, including medical, dental, and vision insurance, paid time off, retirement savings, and opportunities for professional development.
• We also prioritize work-life balance and offer a variety of perks to enhance the team member experience.
• For more information, visit our US benefits website at usbenefits.plexus.com.
• Our commitment to pay range transparency fosters an equitable workplace, where everyone can feel valued.

What This Job Offers

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