It service delivery & infrastructure operations manager

NABRICO Marine is seeking an experienced Manager, IT Service Delivery & Infrastructure Operations to lead the delivery, governance, and continuous improvement of IT infrastructure and security services across our manufacturing operations. This position serves as the internal owner of IT service delivery, managing third-party service providers, leading local support technicians, coordinating infrastructure projects, and ensuring the successful execution of key IT controls and compliance activities. The successful candidate will be a strong people leader and vendor manager who can drive accountability, improve service levels, and support a growing multi-site manufacturing environment. This role is focused on operational leadership, service management, project coordination, and governance rather than hands-on infrastructure engineering.

Essential Duties and Responsibilities:

Service Delivery & Vendor Management

• Manage the day-to-day performance of the Managed Service Provider (MSP) and ensure services are delivered in accordance with established service level agreements (SLAs).
• Participate in MSP selection, transition planning, vendor evaluations, and service reviews.
• Monitor service performance, ticket metrics, recurring incidents, escalations, and operational risks.
• Conduct regular operational reviews and prepare service performance updates for executive leadership.
• Maintain a current IT service catalog and ensure clear service ownership across the organization.
• Recommend service improvements, corrective actions, scope adjustments, or vendor changes as needed.

Infrastructure Projects & Enhancements

• Coordinate infrastructure upgrades, technology enhancements, and related projects across the business.
• Manage project intake, prioritization, scheduling, communication, acceptance testing, and project closeout.
• Partner with internal stakeholders and external providers to ensure successful project delivery.

IT Operations & Service Management

• Oversee ticket triage, prioritization, and escalation processes.
• Coordinate Level 1 support activities through local technicians.
• Partner with the MSP to manage Level 2 and Level 3 infrastructure and security issues.
• Ensure tickets contain appropriate documentation, root cause analysis, and customer resolution confirmation.
• Monitor aging tickets and drive timely issue resolution.

Team Leadership

• Lead, coach, and develop two IT Service Technicians supporting multiple locations.
• Establish clear expectations regarding issue resolution, escalation procedures, and customer service standards.
• Coordinate technician schedules, priorities, and site support coverage.
• Conduct performance evaluations and support ongoing professional development.

Onboarding & Offboarding

• Partner with Human Resources, local technicians, and the MSP to coordinate employee onboarding, transfers, and offboarding activities.
• Ensure timely provisioning and deprovisioning of accounts, devices, system access, mobile services, and other technology resources.
• Manage asset tracking and recovery processes.
• Measure and improve employee readiness and onboarding cycle times.

IT Governance, Compliance & Controls

• Own and manage the annual IT assurance and control calendar.
• Coordinate annual penetration testing, disaster recovery testing, and IT General Controls (ITGC) activities.
• Maintain audit documentation, testing evidence, and remediation tracking.
• Monitor corrective actions and ensure identified issues are resolved within established timelines.
• Support internal and external audit activities as required.

Qualifications:

Education

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field preferred.
• Equivalent combinations of education and experience will be considered.

Experience

• 7-12 years of progressive experience in IT operations, infrastructure support, service delivery, vendor management, or related disciplines.
• Minimum of 2 years of direct leadership experience managing technical staff.
• Experience managing MSPs, outsourced IT providers, or similar vendor relationships.
• Experience working with service level agreements, service reviews, and performance metrics.
• Working knowledge of networking, endpoint management, cybersecurity, identity and access management, backup and recovery, and cloud infrastructure concepts.
• Experience coordinating infrastructure projects and cross-functional initiatives.
• Ability and willingness to travel between company facilities.

Preferred Qualifications

• Experience in manufacturing, industrial, or multi-site environments.
• Experience supporting IT General Controls (ITGCs), audits, and compliance activities.
• Knowledge of ITIL-based service management practices.
• Experience with MSP transitions, vendor selection processes, or request-for-proposal (RFP) initiatives.
• Experience coordinating penetration testing, disaster recovery exercises, and access review programs.

Preferred Certifications

• ITIL 4 Foundation (or higher)
• PMP or equivalent project management certification
• Security certifications such as CISSP, CISM, or CISA are not required.

What Success Looks Like

• Strong MSP performance with measurable SLA attainment and effective service reporting.
• Timely escalation and resolution of infrastructure and security issues.
• Reliable IT support coverage across all NABRICO Marine locations.
• Efficient onboarding and offboarding processes with improved user readiness.
• Successful completion of annual penetration testing, disaster recovery testing, and IT controls activities.
• Effective coordination of infrastructure projects from initiation through completion.
• Improved visibility into IT service performance, operational risks, and continuous improvement opportunities.

Why Join NABRICO Marine?

At NABRICO Marine, you'll have the opportunity to influence IT service delivery across a growing manufacturing organization. This role offers a unique combination of leadership, vendor management, operational improvement, and project coordination, allowing you to make a meaningful impact on business performance, technology reliability, and user experience.