IT Operations Manager – Infrastructure

Role: IT Operations Manager – Infrastructure

Location: - Plant 20, 500 Jamison Rd, East Aurora, NY (5 days on-site)

Primary Skill - Program Manager with heavy infrastructure experience 

Program manager with very good knowledge in the IT infrastructure domain and experience working in a data center environment

Employment Eligibility

• Experience working in manufacturing or plant‑based IT environments (preferred).

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.
• People & Vendor Management
• 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.