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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery & Infrastructure Operations Manager - **Company:** NABRICO Marine Products - **Location:** Ashland City, TN, United States - **Experience:** Experienced - **Salary:** $100,000.0 - $155,000.0 - **Contract:** Permanent contract - **Skills:** Software System Penetration Testing, Backup Devices, Cloud Computing, Cyber Security, Information Systems, Disaster Recovery, Identity and Access Management, IT Management, Information Technology Operations, IT General Controls (ITGC), Information Technology - **Published:** October 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b96f162d49b6bc8e ## About the Role * Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field preferred. * Equivalent combinations of education and experience will be considered., * 7-12 years of progressive experience in IT operations, infrastructure support, service delivery, vendor management, or related disciplines. * Minimum of 2 years of direct leadership experience managing technical staff. * Experience managing MSPs, outsourced IT providers, or similar vendor relationships. * Experience working with service level agreements, service reviews, and performance metrics. * Working knowledge of networking, endpoint management, cybersecurity, identity and access management, backup and recovery, and cloud infrastructure concepts. * Experience coordinating infrastructure projects and cross-functional initiatives. * Ability and willingness to travel between company facilities. Preferred Qualifications * Experience in manufacturing, industrial, or multi-site environments. * Experience supporting IT General Controls (ITGCs), audits, and compliance activities. * Knowledge of ITIL-based service management practices. * Experience with MSP transitions, vendor selection processes, or request-for-proposal (RFP) initiatives. * Experience coordinating penetration testing, disaster recovery exercises, and access review programs. Preferred Certifications * ITIL 4 Foundation (or higher) * PMP or equivalent project management certification * Security certifications such as CISSP, CISM, or CISA are not required. ## Description This position serves as the internal owner of IT service delivery, managing third-party service providers, leading local support technicians, coordinating infrastructure projects, and ensuring the successful execution of key IT controls and compliance activities. The successful candidate will be a strong people leader and vendor manager who can drive accountability, improve service levels, and support a growing multi-site manufacturing environment. This role is focused on operational leadership, service management, project coordination, and governance rather than hands-on infrastructure engineering., Service Delivery & Vendor Management * Manage the day-to-day performance of the Managed Service Provider (MSP) and ensure services are delivered in accordance with established service level agreements (SLAs). * Participate in MSP selection, transition planning, vendor evaluations, and service reviews. * Monitor service performance, ticket metrics, recurring incidents, escalations, and operational risks. * Conduct regular operational reviews and prepare service performance updates for executive leadership. * Maintain a current IT service catalog and ensure clear service ownership across the organization. * Recommend service improvements, corrective actions, scope adjustments, or vendor changes as needed. Infrastructure Projects & Enhancements * Coordinate infrastructure upgrades, technology enhancements, and related projects across the business. * Manage project intake, prioritization, scheduling, communication, acceptance testing, and project closeout. * Partner with internal stakeholders and external providers to ensure successful project delivery. IT Operations & Service Management * Oversee ticket triage, prioritization, and escalation processes. * Coordinate Level 1 support activities through local technicians. * Partner with the MSP to manage Level 2 and Level 3 infrastructure and security issues. * Ensure tickets contain appropriate documentation, root cause analysis, and customer resolution confirmation. * Monitor aging tickets and drive timely issue resolution. Team Leadership * Lead, coach, and develop two IT Service Technicians supporting multiple locations. * Establish clear expectations regarding issue resolution, escalation procedures, and customer service standards. * Coordinate technician schedules, priorities, and site support coverage. * Conduct performance evaluations and support ongoing professional development. Onboarding & Offboarding * Partner with Human Resources, local technicians, and the MSP to coordinate employee onboarding, transfers, and offboarding activities. * Ensure timely provisioning and deprovisioning of accounts, devices, system access, mobile services, and other technology resources. * Manage asset tracking and recovery processes. * Measure and improve employee readiness and onboarding cycle times. IT Governance, Compliance & Controls * Own and manage the annual IT assurance and control calendar. * Coordinate annual penetration testing, disaster recovery testing, and IT General Controls (ITGC) activities. * Maintain audit documentation, testing evidence, and remediation tracking. * Monitor corrective actions and ensure identified issues are resolved within established timelines. * Support internal and external audit activities as required., * Strong MSP performance with measurable SLA attainment and effective service reporting. * Timely escalation and resolution of infrastructure and security issues. * Reliable IT support coverage across all NABRICO Marine locations. * Efficient onboarding and offboarding processes with improved user readiness. * Successful completion of annual penetration testing, disaster recovery testing, and IT controls activities. * Effective coordination of infrastructure projects from initiation through completion. * Improved visibility into IT service performance, operational risks, and continuous improvement opportunities.