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Eaton's Corporate IT group is seeking a Service Delivery Manager for the Infrastructure Value Stream - Edge Managed Network and Security Services. This role can be located at various Eaton sites including Beachwood, OH; Galesburg, MI; Raleigh, CN; Moon Township, PA; Houston, TX; and Menomonee Falls, WI. The position operates under a hybrid work model, requiring three days onsite and two days remote, with travel expectations of up to 25%. The Service Delivery Manager will report to the Director of Infrastructure Edge and will oversee the third-party supplier responsible for providing essential network and security support to over 500 Eaton locations through a managed service agreement. This globally outsourced team acts as a vital extension of Eaton's internal teams, delivering critical business services across all locations. The role demands a strong operational and strategic focus on service enablement and continuous improvement, requiring robust engagement with various stakeholders, including Edge Product Owners, Customers, and Business Relationship Managers (BRMs). A deep understanding of infrastructure technology is essential to drive efficiencies in the supplier partnership. The Service Delivery Manager will act as a daily focal point for Managed Network Services escalations, evaluate requests to deliver within agreed service levels, and design improvements to exceed first call resolution and satisfaction targets. Additionally, the manager will develop strategies and roadmaps with clear measurables for key metrics, monitor incident trends, and ensure that the vendor meets Eaton's expectations regarding service delivery and performance. This position is critical in leading operational excellence and performance improvement reviews across the Edge Value Stream, enhancing productivity and customer satisfaction through effective management of Incident Management, Request Fulfillment, Problem Management, and Change Management processes. The Service Delivery Manager will also establish a periodic review process with Business and IT leaders, preparing and presenting trends and analyses of incidents and requests, while managing engagement across all customer groups, IT, strategic suppliers, and vendors.
