Global IT Service Delivery Manager

Electrical Components International (ECI) is looking for a Global IT Services Delivery Manager to join our team in Southfield, MI. 

Who We Are

Founded in 1953, Electrical Components International (ECI) is one of the world’s leading suppliers of electrical distribution systems, control box assemblies, and other critical engineered components for diversified markets. With 25,000 employees and 37 global manufacturing locations, ECI is the trusted partner to market leaders with 500+ customers. At ECI, we power smart, connected, and electrified solutions^TM that help solve the most complex challenges.

Since 2020, we have embarked on a successful journey to transform the company, delivering significant value to our customers, investors and employees. As part of our strategic plan, we have defined key pillars to support and accelerate on our growth trajectory. One of these core pillars is focused on driving excellence through enhanced capabilities, tools and processes. To execute our strategy, we are looking to strengthen our organization with the Global IT Services Delivery Manager.

Key Responsibilities

This position will report to the Director, IT Infrastructure and Operations and will be responsible for leading and managing the delivery of IT services across multiple regions, ensuring operational excellence, service quality, and alignment with business objectives. This role will oversee IT service management, ticketing system administration, vendor relationships, and continuous improvement initiatives to enhance service performance and user satisfaction. The ideal candidate will have strong leadership skills, technical expertise, and a deep understanding of IT service management frameworks such as ITIL.

As a key member of the senior IT leadership team this role contributes to the development and execution of the enterprise-wide IT strategy and is responsible for ensuring I&O strategy is fully aligned, positioning I&O to deliver compelling business value.   

In this role, you will:

• Lead the global IT service delivery function, ensuring high availability, reliability, and efficiency of IT services
• Oversee incident, problem, and change management processes to minimize disruptions and optimize service performance
• Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure IT services meet business expectations
• Drive continuous service improvements by analyzing trends, identifying areas for enhancement, and implementing best practices
• Manage and optimize the IT service management (ITSM) ticketing system to ensure efficient tracking, resolution, and reporting of IT issues
• Oversee the ticket triage process, ensuring incidents and requests are properly categorized, prioritized, and assigned to the appropriate support teams
• Establish and enforce response and resolution time targets, aligning with business-critical SLAs
• Monitor ticket resolution trends and identify recurring issues, working with technical teams to implement long-term solutions
• Develop automated workflows and self-service capabilities to improve efficiency and reduce ticket volume
• Oversee global IT asset management processes, ensuring accurate inventory tracking, lifecycle management, procurement alignment, and compliance with licensing and regulatory requirements
• Highly organized with ability to document technical systems with consistency
• Team player with strong analytical skills and the ability to understand and resolve complex problems
• Flexibility, commitment, and capacity to work both independently and as part of a team, including working on-call nights and weekends
• Other duties as assigned.

Education & Experience

• BS or MA in Computer Science, Information Technology, or a related field
• Proven track record in delivering enterprise-level IT services aligned with business goals and SLAs in complex, hybrid (on-prem/cloud) environments (manufacturing experience preferred).
• ITIL certification (v3 or v4 Foundation or higher) strongly preferred
• Minimum of 7–10 years of progressive experience in IT service delivery, including at least 3–5 years in a leadership or managerial capacity

Knowledge, Skills & Abilities

• Extensive experience in global IT service delivery and operations management across multiple regions and time zones
• Proven expertise in ITIL framework (ITIL v4 preferred), with hands-on implementation of incident, problem, change, and service level management
• Strong leadership in managing cross-functional teams, vendor relationships, and outsourced service providers to meet global SLAs and KPIs
• Deep understanding of enterprise infrastructure, including cloud (Azure, AWS), networking, virtualization (VMware, Hyper-V), and data center operations
• Demonstrated ability to lead digital transformation initiatives, cloud migrations, and hybrid IT environments at scale
• Experience with global endpoint management platforms (e.g., Intune, SCCM), unified communications, and collaboration tools (e.g., Microsoft 365, Teams, Zoom)
• Proficient in managing IT service management (ITSM) platforms such as ServiceNow, HALO, or Freshworks
• Expertise in developing and maintaining Policies and Procedures for governance frameworks, compliance, and audit readiness (e.g., NIST, CMMC, SOX, IATF, etc)
• Experience leading business continuity and disaster recovery planning across multinational environments
• Knowledge of key cybersecurity practices and risk management for global IT operations
• Ability to communicate technical concepts effectively to non-technical stakeholders and executive leadership
• Proven capability to analyze performance metrics, implement continuous improvement processes, and align IT services with business objectives

Company Values & Job Competencies

• Company Values: Safety, Accountability, Integrity & Ethics, Respect & Empathy
• Core Competencies: Communication, Teamwork & Collaboration, Flexibility & Adaptability
• Individual Contributor Job Competencies: Quantity & Quality of Work, Technical Skills & Continuous Learning
• Supervisor & Manager Job Competencies:  Decision Making, Developing Others, Continuous Improvement
• Director & Above Job Competencies:  Leadership, Strategic Thinking, Results

Primary Location & Work Schedule

The IT Service Delivery Manager will be based on-site in Southfield, Michigan.

Our Culture

At ECI, we live by our core values of respect, empathy, accountability, integrity, and ethics. Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different perspectives and encourage new ideas.

Our commitment to operational and commercial excellence begins with our commitment to ethical excellence. We deliver results as One Team and follow through on our promises.

Physical Demands & Work Environment

• Must be able to remain in a stationary position 50% of the time.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Ability to communicate information and ideas clearly and accurately.
• Constantly operates a computer and other office productivity machinery.
• Ability to observe details at close range.
• Frequent hearing on the phone and in person.
• Constant reading.
• Constantly positions self to maintain files in file cabinets.
• Occasional travel to other work sites.
• Works in general office conditions.

Electrical Components International is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Federal Applicant Information Poster

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