IT Service Delivery Lead

IT HUNTER INTERNATIONAL; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

IT Hunter International in Schiller Park, IL, seeks an IT Service Delivery Lead to bridge operations and the Shared Service Center IT organization. You will oversee IT service delivery for ~170 users nationwide, ensuring reliable, standardized, and cost-effective IT services and a strong incident-response capability.

Responsibilities include coordinating Level 1 support, migrating to cloud solutions, managing vendor contracts, and maintaining audit-ready IT documentation.

Qualifications

• Experience leading IT service delivery across multiple locations.
• Proven ability to manage vendor contracts and SLA compliance.
• Experience migrating infrastructure to cloud-based solutions.
• Strong stakeholder communication and incident management skills.

Responsibilities

• Coordinate local IT support as Level 1 provider and escalate issues.
• Serve as primary contact for major service incidents.
• Manage daily IT operations for US facilities across locations.
• Build relationships with operations, vendors, and stakeholders.
• Execute transition from on‑premise to cloud infrastructure.
• Install and maintain IT ticketing platform to standardize incident management.
• Negotiate contracts and monitor SLA performance.
• Maintain local IT documentation and audit-ready records.
• Communicate with senior management across time zones.
• Translate business requirements into technical specs for shared services.

Skills

IT service delivery

Vendor management

Cloud migration

Stakeholder management

Incident management

Tools

Ticketing platform

LAN networking

Job description

We are seeking a dynamic IT Service Delivery Lead to serve as the critical bridge between business operations and our Shared Service Center IT organization. This role manages IT service delivery across all US locations, ensuring reliable, standardized, and cost-effective IT services for approximately 170 users nationwide.

Location: Schiller Park, IL (Chicago metropolitan area)

Employment Type: Full-time, 100% On-site

Travel Requirement: Extensive travel between US states required

Reporting Structure: Dual reporting to local Operations leadership and global IT Director

Key Responsibilities

IT Service Delivery & Support

Coordinate local IT support as Level 1 support provider, escalating technical issues to appropriate specialized teams

Serve as primary point of contact for major service incidents and recurring support problems

Manage daily IT operations for users across all US facilities with low technical maturity levels

Build and maintain relationships with local operations personnel, vendors, and management stakeholders

Infrastructure & Cloud Migration

Execute transition from on‑premise infrastructure to cloud‑based solutions

Eliminate physical server dependencies through strategic migration planning

Install and maintain IT ticketing platform to standardize incident management

Troubleshoot LAN infrastructure, networking, and connectivity issues

Vendor & Contract Management

Administer contracts for 4 infrastructure service providers

Resolve billing discrepancies, penalties, and compliance issues

Optimize total cost of ownership while maintaining service quality standards

Negotiate renewal terms and monitor SLA compliance

Financial Administration & Documentation

Prepare and process Purchase Orders for hardware, software, and services

Receive, validate, and route invoices for payment approval

Track payments and identify potential penalties or contract exposures

Maintain complete local IT documentation, inventories, and audit‑ready records

Stakeholder Management

Communicate effectively with senior management, external vendors, and internal users across multiple time zones

Identify problems, accelerate escalation, and take decisive action when needed

Translate business requirements into technical requirements for shared services teams