Manager, IT Service Delivery (LATAM)

Integer Holdings Corporation; Tijuana; Presencial; MXN 600.000 - 800.000; Jornada completa

Descripción de la vacante

Integer Holdings Corporation in Tijuana seeks an experienced IT Site Support Lead to serve as the primary IT contact for site leadership, aligning IT services with operational needs and coordinating cross-functionally to ensure consistent service delivery.

The role includes team leadership, process standardization, KPI tracking, incident and change management, vendor coordination, and implementing ITIL-based service delivery to support manufacturing and regulated environments.

Formación

• Bachelor’s degree in IT or related field; 5–7 years in IT support or service delivery.
• Experience in IT, PMO, project coordination, and working knowledge of project management methodologies.
• Strong knowledge of ITIL, service management & enterprise IT systems.
• Experience in manufacturing or regulated environments is a plus.

Responsabilidades

• Serve as a primary IT contact for site leadership and coordinate cross-functional IT assets.
• Foster a customer-first mindset and oversee timely resolution of support issues.
• Support new site launches, expansions, and acquisitions with standard tools and processes.
• Implement standardized IT support procedures and documentation.
• Define and track KPIs and SLAs to ensure service levels are met.
• Supervise and develop a team of IT support associates.

Conocimientos

ITIL

Service management

Leadership

Cross-functional collaboration

Microsoft products

Educación

Bachelor’s degree in IT or related field

Herramientas

Microsoft Office

ITSM tools

Descripción del empleo

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:

• 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.

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.

Integer Holdings Corporation (NYSE: ITGR) is one of the largest medical device contract development and manufacturing organizations (CDMO) in the world, serving the cardiac rhythm management, neuromodulation, and cardio and vascular markets. As a strategic partner of choice to medical device companies and OEMs, Integer is committed to enhancing the lives of patients worldwide by providing innovative, high-quality products and solutions. The company's brands include Greatbatch Medical® and Lake Region Medical®.

Integer Holdings Corporation(“Integer”) is an equal opportunity employer. We do not discriminate based on race, color, sex, religion, national origin, and on any other protected characteristics. We celebrate our many differences and remain committed to providing an inclusive workplace free from harassment and discrimination. Integer does not discriminate against any applicants or employees because he or she is a disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active-duty wartime veteran, campaign badge veteran, referred to collectively as "Protected Veterans." It is also the policy of Integer to employ and to advance in employment, all people regardless of their status as individuals with disabilities. All employment decisions are based only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship, at all levels of employment. Additionally, Integer provides reasonable accommodations to qualified job applicants and associates who need them for medical or religious reasons.

For remote eligible job postings, all work should be performed entirely outside of Alaska, California, Hawaii, Maine, Montana, and Washington.