Senior Service Delivery Lead

Andersen Corporation • Oak Park, MN

2d • Hybrid

About The Position

Andersen is seeking an experienced Senior Service Delivery Lead to join the Infrastructure Operations Center (IOC). This position serves as a primary liaison between Infrastructure & Operations and business stakeholders, helping ensure technology services are prioritized, delivered, and operated in alignment with business objectives. The Senior Service Delivery Lead will work across infrastructure platforms, including compute, cloud, storage, backup, databases, and data center operations, to coordinate demand, improve service delivery, and provide operational leadership. This role combines service ownership, customer relationship management, work intake and prioritization, operational governance, and cross-functional coordination with accountability for planning, executing, and delivering initiatives on time, within scope, and aligned with business objectives. This is a hybrid role based out of our Oak Park Heights, MN office location.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field, or equivalent experience.
• Minimum 8 years of experience in IT infrastructure, service delivery, operations, product ownership, or technology leadership.
• Demonstrated experience leading complex, cross-functional technology initiatives.
• Strong understanding of enterprise infrastructure technologies, including cloud, servers, storage, backup, databases, networking, and enterprise platforms.
• Experience with IT Service Management frameworks and operational governance.
• Strong skills in Agile, Scrum, Kanban, and hybrid delivery methodologies, with demonstrated experience facilitating work intake, backlog management, prioritization, and delivery planning across multiple teams.
• Experience managing competing priorities, dependencies, operational risk, and complex stakeholder relationships.
• Strong communication, facilitation, presentation, negotiation, and conflict-resolution skills.

Responsibilities

• Lead the planning and delivery of IOC projects and initiatives spanning monitoring and event management; incident, major incident, and problem management improvements; infrastructure platforms; data center modernization; automation; vulnerability remediation; operational compliance; and service, disaster, and cyber recovery readiness.
• Develop and maintain delivery plans, schedules, milestones, resource requirements, and cross-team commitments.
• Track progress, resolve obstacles, and manage risks, issues, dependencies, and changes that may affect delivery outcomes.
• Coordinate engineering, security, architecture, project, business, vendor, and service management partners to achieve agreed scope, timing, and business value.
• Serve as a primary point of contact between Infrastructure & Operations and business stakeholders.
• Help ensure infrastructure services meet business expectations for reliability, availability, security, and performance.
• Develop and maintain strong partnerships with application teams, manufacturing technology teams, corporate functions, and other internal partners.
• Drive service excellence through continuous improvement and operational maturity initiatives.
• Lead infrastructure demand management and work intake processes.
• Facilitate the assessment, prioritization, sequencing, and scheduling of operational and project work.
• Serve as Product Owner or Service Owner for IOC operational work by maintaining work backlogs, facilitating prioritization discussions, defining delivery commitments, and aligning business demand with operational support requirements and strategic initiatives.
• Partner with technology leaders and stakeholders to balance operational support, technical debt reduction, lifecycle management, risk reduction, and strategic initiatives.
• Establish and maintain governance practices for infrastructure-related requests and investments.
• Facilitate sprint planning, backlog refinement, standups, reviews, and retrospectives across operational and initiative-based work.
• Improve delivery predictability, throughput, transparency, and team execution through disciplined Agile, Scrum, Kanban, and hybrid practices.
• Remove delivery obstacles and drive continuous improvement in planning, workflow, collaboration, and execution practices.
• Facilitate regular service reviews with stakeholders and technology teams.
• Monitor service performance, operational metrics, service-level commitments, and key performance indicators.
• Identify risks, dependencies, resource constraints, and appropriate escalation paths.
• Coordinate major incident communications and support post-incident review and improvement activities.
• Promote transparency regarding priorities, delivery status, operational health, and service risks.
• Collaborate with architects, engineers, and operational teams to translate business needs into actionable technology roadmaps and delivery plans.
• Support annual planning, budgeting, demand forecasting, capacity planning, and investment prioritization activities.
• Drive alignment between infrastructure initiatives and enterprise strategic objectives.
• Assist in developing business cases for infrastructure modernization, lifecycle, resiliency, and risk-reduction initiatives.
• Coordinate third-party vendors and managed service providers, ensuring deliverables, schedules, quality, and accountability align with initiative objectives.
• Support budgeting, forecasting, business case development, project spending oversight, and resource utilization decisions.
• Maintain delivery dashboards, key performance indicators, milestone reporting, and executive-ready status communications.
• Present delivery progress, outcomes, risks, dependencies, and mitigation plans to technology and business leadership.
• Champion IT Service Management (ITSM) principles and consistent operational practices.
• Drive improvements related to work intake, change management, incident management, problem management, request fulfillment, and service governance.
• Increase operational efficiency through automation, standardization, improved documentation, and greater service visibility.
• Use data and stakeholder feedback to identify, prioritize, and measure continual service improvement opportunities.
• Lead cross-functional teams and influence outcomes without relying on direct authority.
• Facilitate productive discussions among diverse technical, business, and leadership stakeholders.
• Mentor team members in service management, stakeholder engagement, delivery practices, and operational excellence.
• Foster a culture of accountability, transparency, collaboration, and continuous improvement.

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

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