Sr. Manager - IT Factory & Datacenter Services

SHI International Corp.•Somerset, NJ

6d•$165,000 - $185,000•Hybrid

About The Position

SHI is seeking a Sr. Manager - IT Factory & Datacenter Services to lead and manage infrastructure service delivery across our global footprint, including Factories, Integration Centers (ICs), and Corporate Data Centers. This role is responsible for ensuring the reliable, scalable, and standardized delivery of IT and physical infrastructure services that support business-critical operations, including factory throughput, integration services, and enterprise platform availability. The Senior Manager will provide leadership across multi-site global operations, aligning service delivery with enterprise standards, business priorities, and operational excellence objectives. This position is required to report to the Somerset, NJ office location on a hybrid basis.

Requirements

Bachelors Degree or equivalent work experience required
10+ years of experience in IT infrastructure, operations, or service delivery.
5+ years of leadership experience managing teams and operational functions.
Experience supporting global, multi-site infrastructure environments.
Experience managing service delivery performance and SLA-driven operations.
Participation in major incident escalations and after-hours support as needed.
Strong leadership and team management capabilities.
Excellent communication, collaboration, and stakeholder engagement skills.
Strong operational and strategic problem-solving abilities.
Ability to manage multiple priorities in a complex global environment.
Strong business acumen and decision-making skills.
Strong knowledge of ITSM and ITIL service management practices.
Ability to lead service delivery in SLA-driven operational environments.
Ability to support global operations across multiple time zones.

Nice To Haves

Relevant certifications such as ITIL, PMP, cloud, or infrastructure-related certifications.
Experience supporting Factories, Integration Centers, or Corporate Data Centers.
Familiarity with ServiceNow, including ITSM, CMDB, and Hardware Asset Management (HAM).
Experience working within global delivery models and supporting offshore teams.

Responsibilities

Own end-to-end service delivery across Factories, Integration Centers, and Data Centers globally.
Ensure high availability, performance, and reliability of infrastructure services.
Define, manage, and report on service level agreements (SLAs), key performance indicators (KPIs), and service performance metrics.
Drive standardization of service delivery processes across all locations.
Oversee physical infrastructure operations, including rack and stack activities, cabling, power, and cooling.
Manage on-site infrastructure deployment and lifecycle activities.
Ensure 24/7 operational support and uptime across all supported environments.
Support capacity planning, site expansion efforts, and migration initiatives.
Lead global asset lifecycle management, including alignment with HAM and CMDB processes.
Ensure the accuracy of asset tracking, inventory management, and audit readiness.
Align infrastructure readiness with business demand and factory throughput requirements.
Lead Incident, Problem, and Change Management processes.
Drive continuous improvement initiatives through root cause analysis, automation, and process optimization.
Establish and maintain global runbooks, standard operating procedures (SOPs), and operational governance frameworks.
Lead a distributed global team of service delivery managers, engineers, and operations professionals.
Manage third-party vendors and service providers to ensure SLA adherence and service quality.
Oversee staffing models, including 24x7 support coverage where required.
Partner closely with Network, Platform, Cloud, and Resiliency teams to deliver infrastructure services.
Serve as a key interface between Enterprise Infrastructure Services (EIS) and business stakeholders.
Ensure infrastructure services align with operational and business objectives.
Ensure compliance with enterprise policies and industry standards, including SOC, ISO, and related frameworks.
Maintain audit readiness and enforce operational controls.
Partner with security teams to identify and mitigate infrastructure-related risks.