Sr IT Service Delivery Manager - Operations - Promega

OUR TEAM: At Promega, our IT team is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation. By building strong relationships and delivering value, we strive to become a true partner in Promega’s success, ensuring that technology serves as a key enabler for future business opportunities.

YOUR ROLE: As an IT Service Delivery Manager for the Operations department, you will build strong relationships with key business leaders in Operations, acting as a liaison between Operations and IT. You will seek to understand Operations business objectives and work with IT leadership and teams to ensure that IT services meet those objectives. You will provide world class IT service and support to VIPs, and act as their key point of contact for IT Initiatives. You will identify improvement opportunities in our ITIL processes and work with IT leaders to implement process improvements.

JOB OBJECTIVE: Streamline Promega business operations by ensuring IT services align with business needs, enhance customer satisfaction through efficient service management, and drive continuous improvement via IT best practices. Foster strong relationships with business units, ensuring that IT solutions support and advance organizational goals.

CORE DUTIES:

1. Act as a liaison to one or more Promega business units. Build strong and deep relationships with key stakeholders and business leaders.

2. Integrate into business units’ leadership teams to understand business objectives and coordinate IT service delivery to meet those objectives.

3. Consult with business leaders to advocate for sustainable IT solutions to improve processes, enhance productivity, and facilitate growth.

4. Provide world-class IT service to Promega VIPs, submitting IT requests on their behalf and ensuring timely delivery of services.

5. Shepherd VIP requests through IT support and work management processes, providing status updates and advocacy as needed.

6. Drive resolution of critical incidents, coordinating with IT teams and establishing effective communication between stakeholders for post-incident reviews.

7. Solicit feedback from business units and work with IT teams to identify and implement process improvements to enhance IT support and services.

8. Act as primary point of IT contact for key business Initiatives, providing status updates and answering questions as needed. Work with IT teams to identify dependencies and remove blockers on key business initiatives.

9. Provide insight to IT colleagues to foster a shared understanding of business processes and objectives.

10. Work with IT leadership to coach IT teams in customer service, prioritization, and process improvements.

11. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

12. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.

13. Understands and complies with ethical, legal and regulatory requirements applicable to our business. 

OCCASIONAL DUTIES:

1. Participate in after-hours business calls with international colleagues.

2. Travel internationally as needed.

KEY QUALIFICATIONS:

1. Degree in Information Systems or related discipline and 7+ years’ work experience in an IT or business analysis role.

2. Experience with Business Analyst duties, soliciting and documenting business requirements.

3. Experience in a Customer Service role, with the proven ability to advocate for business users’ needs.

4. Broad understanding of IT topics, including desktop support, infrastructure, application support, and systems architecture.

5. Demonstrated teamwork and collaboration expertise with a leadership role in team or project activities.

6. Ability to resolve conflict in a constructive manner and work around obstacles to ensure team success.

7. Good presentation skills and the ability to speak before large groups.

PREFERRED QUALIFICATIONS:

1. Certification in one or more IT best practice methodology (e.g. ITIL, Agile, PMP).

2. Experience working in an Agile environment (Kanban or Scrum).

3. Experience managing a team of IT or business professionals.

4. Experience in a functional or technical leadership position, mentoring other staff.

5. Experience in a hands-on IT support role.

PHYSICAL DEMANDS:

1. Ability to travel in the US and internationally.

2. Ability to occasionally work outside of normal business hours.

3. Ability to use a computer/Microsoft Office applications.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.