Information Technology Infrastructure Operations Manager

IT Information Technology Infrastructure Operations Manager Location: East Aurora, NY Role Summary The Service Delivery Manager (SDM) will be responsible for end‑to‑end service delivery of IT infrastructure and end‑user computing services for a manufacturing plant environment. This role owns operational excellence, SLA adherence, stakeholder satisfaction , and continuous improvement , while also actively identifying new business opportunities within the client environment. Key Responsibilities Service Delivery & Operations Own end‑to‑end delivery of IT services including Network, Service Desk, SCCM, Application Packaging, and Telecom Expense Management (TEM) . Ensure all services are delivered in line with agreed SLAs, KPIs, and OLAs . Lead daily, weekly, and monthly operational governance with on‑site and offshore teams. Ensure ITIL‑aligned processes are followed and continuously improved. Skills Stakeholder & Client Management Technical Oversight (Hands‑on Leadership) Drive Continuous Improvement & Transformation through Automation Business Growth & New Opportunities: Actively identify new business opportunities within the client environment. Excellent stakeholder management and executive communication skills. Strong leadership, decision‑making, and escalation management abilities. Commercial acumen with the ability to identify and articulate business value. Ability to work independently in a fully on‑site role . Experience 10+ years of overall IT experience. 5+ years in a Service Delivery Manager or similar leadership role. Experience working with US‑based clients in an on‑site capacity. Demonstrated success in client engagement, service stabilization, and growth initiatives . Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation. Compensation and Benefits A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance employee assistance program 401(k) retirement plan 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year) 10 paid holidays per year #J-18808-Ljbffr HCLTech