Manager, IT Service Delivery (LATAM)

Integer; Tijuana; On-site; MXN 500,000 - 800,000; Full time

Job summary

Integer Holdings Corporation seeks an IT Site Support Lead in Tijuana to partner with site leadership, coordinate cross-functional IT assets, and ensure consistent service delivery. The role focuses on customer-first service excellence, issue resolution, and continuous improvement.

You will guide onboarding of new site launches and integrations, while standardizing IT support procedures and tracking KPIs. The ideal candidate has 5–7 years in IT support, strong ITIL knowledge, excellent

Qualifications

• Bachelor’s degree in IT or related field required.
• 5–7 years in IT support or service delivery with leadership experience a plus.
• Experience with ITIL, service management and enterprise IT systems.

Responsibilities

• Serve as a primary IT contact for site leadership and align support with operational needs.
• Coordinate cross-functional teams to manage IT assets and ensure service delivery.
• Foster a customer-first mindset and oversee timely resolution of support issues.

Skills

Leadership

Communication

Problem solving

Project coordination

Stakeholder management

Education

Bachelor’s degree in IT or related field

Tools

Microsoft products

Job description

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers’ success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

Key Responsibilities

• Business Partnership & Collaboration
  • Serve as a primary IT contact for site leadership, aligning support with operational needs.
  • Coordinate cross-functionally to manage IT assets and ensure consistent service delivery.
• Customer Experience & Service Excellence
  • Foster a customer-first mindset within the team.
  • Oversee timely resolution of support issues; gather user feedback to improve service quality.
• Site Support & Integration
  • Support new site launches, expansions, and acquisitions guided by Senior Leadership.
  • Help ensure smooth onboarding and integration using standard tools and processes.
• Process Standardization & Continuous Improvement
  • Implement and maintain standardized IT support procedures and documentation.
  • Identify opportunities for automation and efficiency gains in daily operations.
• Performance Monitoring
  • Assist in defining and tracking key KPIs and SLAs to ensure service levels are met.
  • Use data to identify trends, resolve recurring issues, and improve team performance.
• Team Leadership & Development
  • Supervise and support a team of IT support associates, managing schedules and workloads.
  • Provide coaching, training, and performance feedback to build team capability.

Additional Responsibilities

• Participate in incident, problem, and change management processes.
• Support hardware/software procurement, tracking, and lifecycle management.
• Oversee and coordinate with vendors and managed service providers.
• Ensure compliance with IT security and regulatory standards.
• Perform other duties as needed.
• Some travel is required.

Education & Experience

• Bachelor’s degree in IT or related field.
• 5–7 years in IT support or service delivery; leadership experience (formal or informal) is a plus.
• Experience in IT, PMO, project coordination, and working knowledge of project management methodologies.
• Strong knowledge of ITIL, service management & enterprise IT systems including Microsoft products.
• Experience in manufacturing or regulated environments is a plus.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent communication and interpersonal skills to engage across all levels.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.