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# IT Service Delivery Lead

- **Company:** CMC
- **Location:** Martinsburg, WV, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, BASIC (Programming Language), Microsoft Online Services, Cloud Computing, Configuration Management, Collaborative Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Software, Networking Basics, Routing, TCP/IP, Software Troubleshooting, Peripherals, Microsoft InTune, Information Technology, Wireless Technologies, Operational Systems, Servicenow
- **Published:** July 11, 2026
- **Apply:** https://jobs.cmc.com/talentcommunity/apply/1407752200/?locale=en_US

## About the Role

* Strong experience supporting end-user computing environments, including hardware, operating systems, mobile devices, and peripherals
 * Hands-on experience with ITSM platforms, preferably ServiceNow
 * Knowledge of Service Asset and Configuration Management (SACM) principles and best practices
 * Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless technologies, and basic routing concepts
 * Experience supporting Microsoft technologies, including Microsoft 365, Active Directory, Exchange Online, Intune, and related services
 * Familiarity with telecommunications and collaboration platforms
 * Experience supporting manufacturing, industrial, or operational technology environments is preferred
 * Demonstrated expertise in leading and supporting round-the-clock mission-critical business operations
 * Demonstrated ability to lead service delivery operations and drive service excellence within a fast-paced environment
 * Strong troubleshooting, problem solving, analytical thinking, and root cause analysis skills
 * Ability to manage competing priorities and drive initiatives through completion with minimal supervision
 * Excellent communication, stakeholder management, and customer engagement capabilities
 * Proven experience collaborating across technical and business functions to resolve issues and deliver outcomes
 * Experience leading, mentoring, or coordinating technical teams in a formal or informal leadership capacity
 * Strong organizational, planning, and performance management skills
 * Experience using metrics, reporting, and trend analysis to improve service performance and operational efficiency
 * Telecom and collaboration platforms
 * Strong problem-solving and root cause analysis capabilities
 * 5+ years of progressive experience in IT support, infrastructure support, or service delivery operations
 * Previous experience serving as a Technical Lead, Team Lead, Service Delivery Lead, or similar role preferred
 * Experience supporting multi-site operations and distributed user environments preferred

Your Education

 * Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
 * Relevant professional experience and industry certifications may be considered in lieu of a degree

## Description

* Lead end-to-end IT service delivery operations for assigned site(s), ensuring reliable, secure, and business-aligned technology services
 * Serve as the primary technical lead and escalation point for complex, high-impact, and business-critical incidents, driving timely resolution and minimizing operational disruption
 * Manage service performance through ServiceNow (or equivalent ITSM platform), including SLA attainment, incident and request management, backlog reduction, and service quality improvement
 * Drive incident, problem, and change management processes, conducting root cause analysis and implementing corrective and preventive actions to improve service stability
 * Provide technical leadership, guidance, and coaching to service delivery personnel, fostering accountability, operational excellence, and a customer-focused culture
 * Partner with enterprise IT teams, including Infrastructure, Network, Security, Cloud, and Application Support, to ensure seamless service integration and support
 * Oversee IT asset and configuration management processes, ensuring lifecycle governance from procurement through deployment, maintenance, and retirement
 * Lead or support site-level technology initiatives, including infrastructure upgrades, hardware refreshes, deployments, integrations, and continuous improvement projects
 * Build and maintain strong relationships with business and site leadership to align service delivery priorities with operational and strategic objectives
 * Support manufacturing systems and operational technology (OT) environments where applicable, ensuring availability and operational continuity
 * Establish and maintain operational documentation, knowledge articles, support procedures, and technical standards
 * Ensure compliance with IT policies, cybersecurity requirements, audit controls, and change management practices
 * Leverage service metrics, trend analysis, and reporting to drive data-driven decision-making and continuous service improvement
 * Participate in major incident management, on-call support, and critical event response as required
 * Travel up to 15% to support business operations, projects, and stakeholder engagement
 * Operate effectively across both corporate office and industrial/manufacturing environments


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