FABRICUT 

Position title: Manager, Service Delivery     

Department: Information Technology     

Area:  Service Delivery     

Reports to:  Chief Information Officer   

Date Written: 4/30/21      Revised: 03/1/25 

General summary:  

The Manager, Service Delivery is a key team member in Information Technology. This position partners with business leaders and IT Management to lead change and support existing technology in the corporate infrastructure. All computing, storage and networks operations, standards and processes are managed by this position. The position manages a team of technologists that are responsible for the corporate premise and cloud based infrastructure systems as well as managing the corporate help desk. 

Essential job functions:  

1. Tactical direction and vision setting for IT infrastructure and support operations. 
2. Analyze alternatives and implement application systems which are responsive to client requirements. 
3. Provide advice and consultation concerning infrastructure and support operations solutions. 
4. Work with the IT leadership to set and enforce standards and operational procedures for all infrastructure and support operations environments. 
5. Responsible for implementing and operating high availability computing, storage, and network environments. 
6. Responsible for implementing and operating customer centric support environments. 
7. Manage implementation, functional exercise testing and maintenance of Disaster Recovery planning for all infrastructure and operations. 
8. Leveraging NIST standards and industry best practices in cyber hygiene and resiliency, creates and manages the company's cybersecurity program to ensure adherence to internal policy. 
9. Ensure proper processes and procedures are in place for all of IT infrastructure and support operations. 
10. Manage vendor relationships and negotiations process. 
11. Establish departmental critical success factors and key performance indicators. 
12. Manage the department and has authority over hiring/firing/performance decisions. 
13. Experienced in influencing senior level management and key stakeholders and directing teams in multiple technological and business environments.  
14. Supervisory responsibilities: 
15. Manages employees in the Information Technology Department as required. 
16. Is responsible for the overall management, coordination, and evaluation of these units. 
17. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. 
18. Responsibilities include interviewing, hiring, and training employees: planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 
19. Other duties may be assigned. 

Supportive job functions: * 

1. Assist CIO in carrying out his/her duties as needed. 
2. Communicate with vendors regarding Fabricut’s current and future needs. 
3. Prepare RFPs and submit them to vendors. 
4. Manage projects and resource allocation throughout the department. 
5. Develop standard Hardware and Software specifications for all platforms. 
6. Submit to and prepare responses for Audits 
7. Provide technical consultation as assigned.  
8. Create, Modify and Monitor Processes 

* These tasks do not meet the Americans with Disabilities Act definition of essential job functions and usually equal 5% or less of time spent.  However, these tasks still constitute important performance aspects of the job. 

 Knowledge, skills, and abilities: Demonstrated competence in: 

1. Demonstrated skills/experience with success in managing high volume, service-oriented IT project portfolios, systems, strategic planning, e-commerce, contract negotiation/maintenance, metrics and reporting 
2. Experience demonstrating knowledge and understanding of complex financial analysis, business process design and Software Development Life Cycles 
3. Requires advanced technical and business knowledge. 
4. Excellent written and oral communication skills 
5. Ability to motivate and persuade others. 
6. Possess strategic thinking and planning skills. 
7. Ability to develop and implement departmental plans. 
8. Ability to identify priorities and achieve results with a sense of urgency 
9. Give honest and straightforward opinions on related issues. 
10. Ability to develop and train staff and encourage a team approach. 

Education and experience 

1. Minimum Bachelor’s degree in business, finance, management information systems, information technology (IT), computer science or a related field required 
2. ITIL or similar certification preferred 
3. CRISC or similar certification preferred 5 years of IT infrastructure work experience required 
4. Direct experience in installation, maintenance operational for Premise and Cloud systems tasks, LAN/WAN, security technologies, web technologies, installing and configuring laptops, desktops, servers, conference room technology and related software 
5. Proven experience managing subcontractors to meet and deliver to SLAs 
6. Experience leading a team preferred 
7. Knowledge of warehouse environments and technology 
8. Or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired 

Working conditions The working conditions for this position typically require an individual to work inside the majority of the day.  This position includes mainly sedentary work and exerting up to 10 pounds of force occasionally.  This position requires an individual to work independently as well as maintain strong interpersonal working relationships.  This position also requires continuous alertness and concentrated mental and visual attention throughout the workday. This position may require up to ten (10) days of travel per year for professional development, training, new business development, product presentations and professional association conferences. Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.