Manager, IT Service Delivery (LATAM)

Integer Holdings Corporation; Tijuana; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Integer Holdings Corporation seeks an IT Site Lead to partner with site leadership, oversee IT assets, and drive service quality at our facility in Mexico. The role requires coordinating cross-functional teams, implementing standardized IT processes, and guiding a growing IT support organization in a fast-paced manufacturing setting.

The ideal candidate has a track record in IT service delivery, ITIL expertise, and strong communication across all levels.

Formación

• Bachelor's degree in IT or related field.
• 5–7 years in IT support or service delivery; leadership experience 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.

Responsabilidades

• 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.
• Foster a customer-first mindset within the team.
• Oversee timely resolution of support issues; gather user feedback to improve service quality.
• Support new site launches, expansions, and acquisitions guided by Senior Leadership.
• Help ensure smooth onboarding and integration using standard tools and processes.
• Implement and maintain standardized IT support procedures and documentation.
• Identify opportunities for automation and efficiency gains in daily operations.
• Assist in defining and tracking KPIs and SLAs to ensure service levels are met.
• Use data to identify trends, resolve recurring issues, and improve team performance.
• Supervise and support a team of IT support associates, managing schedules and workloads.
• Provide coaching, training, and performance feedback to build team capability.
• 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.

Conocimientos

IT leadership

Project coordination

Communication

Service management

ITIL knowledge

Cross-functional

Prioritization

Microsoft technologies

Educación

Bachelor's degree in IT or related field

Herramientas

Microsoft 365

MS Office

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

• 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.