IT Service Delivery Lead

We are seeking a dynamic IT Service Delivery Lead to serve as the critical bridge between business operations and our Shared Service Center IT organization. This role manages IT service delivery across all US locations, ensuring reliable, standardized, and cost-effective IT services for approximately 170 users nationwide.

Location: Schiller Park, IL (Chicago metropolitan area) 

Employment Type: Full-time, 100% On-site 

Travel Requirement: Extensive travel between US states required 

Reporting Structure: Dual reporting to local Operations leadership and global IT Director

Key Responsibilities

IT Service Delivery & Support

Coordinate local IT support as Level 1 support provider, escalating technical issues to appropriate specialized teams

Serve as primary point of contact for major service incidents and recurring support problems

Manage daily IT operations for users across all US facilities with low technical maturity levels

Build and maintain relationships with local operations personnel, vendors, and management stakeholders

Infrastructure & Cloud Migration

Execute transition from on-premise infrastructure to cloud-based solutions

Eliminate physical server dependencies through strategic migration planning

Install and maintain IT ticketing platform to standardize incident management

Troubleshoot LAN infrastructure, networking, and connectivity issues

Vendor & Contract Management

Administer contracts for 4 infrastructure service providers

Resolve billing discrepancies, penalties, and compliance issues

Optimize total cost of ownership while maintaining service quality standards

Negotiate renewal terms and monitor SLA compliance

Financial Administration & Documentation

Prepare and process Purchase Orders for hardware, software, and services

Receive, validate, and route invoices for payment approval

Track payments and identify potential penalties or contract exposures

Maintain complete local IT documentation, inventories, and audit-ready records

Stakeholder Management

Communicate effectively with senior management, external vendors, and internal users across multiple time zones

Identify problems, escalate appropriately, and take decisive action when needed

Translate business requirements into technical requirements for shared services teams

Professional Qualifications

• Bachelor's degree in Information Technology, Systems, Networks, Industrial Engineering, or related field
• 4+ years of experience in IT service delivery, workplace IT, procurement, or IT operations roles
• ITIL Foundation certification or higher (desirable)

Core Competencies

• IT Service Management: Proficiency with ITIL/ITSM principles and frameworks
• Vendor Management: Proven experience negotiating contracts and managing SLA compliance
• Asset Lifecycle Management: Expertise in device procurement, inventory control, and equipment retirement
• Documentation Governance: Strong ability to maintain knowledge bases, standards, and audit documentation
• Network Fundamentals: Basic knowledge of LAN, TCP/IP, Wi-Fi, switches, routers, and network troubleshooting

Practical Skills

• Hands-on experience with ITSM, asset management, and licensing tools
• Familiarity with purchase order administration and invoice validation workflows
• Experience supporting multi-site, operational environments is highly valued
• Ability to manage stress effectively in fast-paced, dynamic environments

Language & Soft Skills

• Fluent bilingual proficiency in English and Spanish (essential for vendor and regional team communication)
• Exceptional interpersonal and communication skills for engaging with diverse stakeholder groups
• High emotional intelligence and adaptability when working with varying user technical maturity levels
• Strong problem-solving abilities with capacity to identify issues and implement effective solutions

Physical & Operational Requirements

• Extended computer use capability (typing, data analysis, report generation)
• Valid driver's license with willingness to travel extensively throughout US locations
• Flexibility to adapt to changing priorities, deadlines, and business needs