IT Service Delivery Lead

About us:  At Plexus, our vision is to help create the products that build a better world.  Driven by a passion for excellence, we partner with leading Aerospace/Defense, Healthcare/Life Sciences and Industrial companies to design, manufacture and service some of the world’s most transformative products, including advanced surgical systems, diagnostic instruments, healthcare imaging equipment, mission critical aerospace systems, and electric vehicle (EV) charging solutions. Visit Plexus.com to learn more about our unwavering commitment to our vision. 

When we invest in our people, we invest in building a better world. 

With a vision rooted in the wellbeing and inclusive engagement of our team members, our customers, their end users and our communities, people are the heart of what we do and who we are. It is our values that unite us and guide us in everything that we do, including how we operate, behave and interact to foster a workplace where every team member feels valued and empowered to contribute their best.  

Our values include: Growing our People, Building Belonging, Innovating Responsibly, Delivering Excellence and Creating Customer Success. 

As a team member, you will engage in impactful work through global collaboration and the use of emerging technologies, join an inclusive culture where every team member is valued and working toward a greater purpose, and be empowered to reach your full potential through various development programs designed to accelerate your growth. 

Plexus offers a comprehensive benefits package designed to support team members' wellbeing, including medical, dental, and vision insurance, paid time off, retirement savings, and opportunities for professional development. We also prioritize work-life balance and offer a variety of perks to enhance the team member experience.  For more information, visit our US benefits website at usbenefits.plexus.com. Our commitment to pay range transparency fosters an equitable workplace, where everyone can feel valued. The annual compensation range for this position is stated below. The salary offered within this range will be based upon the geographic location, work experience, education, licensure requirements and/or skill level. Salary Range:

$85,100.00 - $127,700.00

Purpose Statement: The IT Service Delivery Lead ensures the effective delivery of IT operational services that support business objectives. This role orchestrates work by leading team-level Work Planners, governing the operational management framework, managing service performance, and driving continuous improvement to guarantee the stability, efficiency, and security of IT systems and services.

Key Job Accountabilities:

• Service Level Management: Establishes and manages Service Level Agreements (SLAs) with business stakeholders. Monitors and reports on service performance, ensuring operational teams meet or exceed agreed-upon targets for work like maintenance, incident management, and security operations.
• Process Governance and Execution: Owns and governs the IT Operations Management framework. Champions the consistent application of Kanban boards, T-shirt sizing for work estimation, and standardized planning cadences, including weekly planning, daily check-ins, and backlog refinement.
• Cross-Team Orchestration (Master Planner): As the "Master Planner," this role oversees and coordinates the backlog of work across multiple teams. It provides leadership and direction to team "Work Planners" to manage dependencies and ensure priorities are aligned with organizational goals.
• Continuous Improvement: Utilizes Key Performance Indicators (KPIs) such as work item throughput, cycle time, and patch compliance to identify process bottlenecks and opportunities for improvement. Drives initiatives to enhance service quality, efficiency, and team satisfaction.
• Stakeholder and Vendor Management: Acts as a primary point of contact for business stakeholders regarding the performance of IT operational services. Manages relationships with key third-party vendors and suppliers to ensure they meet their contractual obligations.
• All GT team members are responsible for upholding the organization's cybersecurity posture by adhering to security policies and procedures, actively participating in training, protecting data and systems, actively identifying and mitigating vulnerabilities, and promptly reporting any suspicious activity or potential security incidents.

Education/Experience Qualifications:

• Bachelor’s Degree with 4 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
• Demonstrated experience in IT service management, IT operations, or a comparable role.

Other Qualifications:  

• ITIL (Information Technology Infrastructure Library) certification is strongly preferred.
• Experience working within an Agile or Kanban operational environment.
• Strong leadership and mentoring capabilities to guide and develop team leads and planners.
• Superior communication, negotiation, and interpersonal skills for managing stakeholder relationships.
• Advanced analytical and problem-solving skills to interpret performance metrics and drive meaningful improvements.
• Proficiency with IT Service Management (ITSM) tools and visual task boards.
• A strategic mindset with the ability to orchestrate complex work streams across a global, multi-team environment.

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.

We are pleased to provide reasonable accommodations to individuals with disabilities or special requirements.  If you need an application accommodation, please contact us by email at GHQ.TA@plexus.com. Please include your contact information and clearly describe how we can help you. This email is for accommodation requests only and cannot be used to inquire about the status of applications.

We are an Equal Opportunity Employer (EOE) and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Some offers of employment are contingent upon successfully passing a drug screen and/or background check.