Senior IT Service Delivery Manager

Senior Service Delivery Manager

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $2B in revenue, and employ approximately 9,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

As a Senior Service Delivery Manager, you will lead the global IT service delivery function, ensuring seamless IT operations and end-user support across the organization. Reporting directly to the Global IT Director of Infrastructure and Operational Technology, this role is responsible for overseeing IT support services, driving continuous improvement, managing vendor and partner relationships, and maintaining high service standards in alignment with organizational goals. You will act as a strategic leader, mentor, and escalation point for technical support teams while implementing industry best practices and ensuring adherence to SLAs and ITIL frameworks.

Key Responsibilities

• Lead and manage the global IT service desk and support operations, ensuring timely, effective resolution of incidents and service requests.
• Drive service delivery strategy, including process improvements, performance metrics, and user satisfaction targets.
• Analyze incidents and request trends to identify areas for proactive improvement and prevention of recurring issues.
• Serve as the escalation point for critical incidents, ensuring appropriate resolution and communication with stakeholders.
• Maintain accountability for SLA performance and continuously improve service levels.
• Collaborate with cross-functional IT teams for coordinated software releases, system rollouts, and infrastructure changes.
• Maintain strong relationships with business units, fostering a service-oriented culture and ensuring IT solutions align with business needs.
• Manage third-party service providers and vendor relationships, including contracts, performance, and service levels (e.g., Crossfuze).
• Ensure compliance with ITIL standards, company policies, and change management procedures.
• Oversee IT asset management and procurement for hardware/software in line with budget and lifecycle standards.
• Create and maintain technical documentation, SOPs, and knowledge bases for both internal teams and end-users.
• Promote adherence to environmental, health, and safety policies in all aspects of IT operations.
• Lead, mentor, and develop technical support staff, support career development and performance management.

Required Qualifications:

Education & Experience

• Bachelor's degree in Computer Science, Information Systems, or related field; equivalent experience considered.
• 6+ years of IT service delivery or technical support experience, with 2+ years in a managerial or team lead role.
• Deep experience with Microsoft environments (Windows OS, Active Directory, Office 365), and knowledge of Linux systems.
• Proficiency with remote administration and monitoring tools (e.g., SCCM, SCOM).
• Solid understanding and application of ITIL principles in a service desk environment.

Skills & Competencies

• Strong leadership and team management skills with proven success leading distributed teams.
• Exceptional communication, interpersonal, and stakeholder management abilities.
• Proficient in problem analysis and resolution; able to think strategically and execute tactically.
• Ability to develop reports, dashboards, and KPIs to track and present service performance.
• High level of self-motivation, accountability, and attention to detail.
• Experience managing IT budgets, procurement, and vendor contracts.

Working Conditions

• Standard office environment with occasional requirements for after-hours support during critical incidents, global holidays, or special projects.
• Regular business hours are Monday – Friday, 8:00 AM – 5:00 PM, with flexibility as needed.