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Sr. Manager - Global Service Delivery
SHISomerset, NJ USASenior$165,000 - $225,00010+ years
Apply About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Job Summary
SHI is seeking a Senior Manager - Global Service Delivery 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.
Key responsibilities include:
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.
Operations & Infrastructure Management
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.
Asset Lifecycle & Site Enablement
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.
IT Service Management & Operational Excellence
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.
Team & Vendor Leadership
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.
Cross-Functional Partnership
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.
Security, Compliance & Risk Management
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.
Behaviors and Competencies
Strategic Thinking: Can analyze complex situations, drive organizational transformation, and adapt strategies to changing market conditions.
Leadership: Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.
Digital Acumen: Can lead strategic digital initiatives, inspire others to improve their digital acumen, and foster a culture of continuous digital improvement.
Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills.
Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills.
Problem-Solving: Can lead strategic problem-solving initiatives, inspire others to improve their problem-solving skills, and foster a culture of proactive problem-solving.
Collaboration: Can lead complex team projects, inspire others to collaborate effectively, and foster a culture of mutual respect and shared purpose.
Project and Goal Focus: Can lead strategic project initiatives, inspire goal-oriented focus in others, and foster an environment that values project alignment and optimization.
Decision-Making: Can lead organizational decision-making, mentor others in developing decision-making skills, and create frameworks that enhance the decision-making capabilities of the team.
Technical Expertise: Can create new applications for technical knowledge and skills and can lead the development of technical standards and procedures.
Skill Level Requirements
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.
Other 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.
Occasional travel to factory, integration center, and data center locations may be required.
Ability to travel 20%
Preferred
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.
The estimated annual pay range for this position is $165,000 - $225,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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