Sr. Manager - Global Service Delivery

About Us Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them.

If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours.

SHI is seeking a Sr. Manager - IT Factory & Datacenter Services to lead and manage infrastructure service delivery across our global footprint, including Factories, Integration Centers (ICs), and Corporate Data Centers. This role is responsible for ensuring the reliable, scalable, and standardized delivery of IT and physical infrastructure services that support business-critical operations, including factory throughput, integration services, and enterprise platform availability.

The Senior Manager will provide leadership across multi-site global operations, aligning service delivery with enterprise standards, business priorities, and operational excellence objectives. This position is required to report to the Somerset, NJ office location on a hybrid basis.

• Own end-to-end service delivery across Factories, Integration Centers, and Data Centers globally.
• Ensure high availability, performance, and reliability of infrastructure services.
• Define, manage, and report on service level agreements (SLAs), key performance indicators (KPIs), and service performance metrics.
• Drive standardization of service delivery processes across all locations.

• Oversee physical infrastructure operations, including rack and stack activities, cabling, power, and cooling.
• Manage on
  -site infrastructure deployment and lifecycle activities.
• Ensure 24/7 operational support and uptime across all supported environments.
• Support capacity planning, site expansion efforts, and migration initiatives.

• Lead global asset lifecycle management, including alignment with HAM and CMDB processes.
• Ensure the accuracy of asset tracking, inventory management, and audit readiness.
• Align infrastructure readiness with business demand and factory throughput requirements.

• Lead Incident, Problem, and Change Management processes.
• Drive continuous improvement initiatives through root cause analysis, automation, and process optimization.
• Establish and maintain global runbooks, standard operating procedures (SOPs), and operational governance frameworks.

• Lead a distributed global team of service delivery managers, engineers, and operations professionals.
• Manage third
  -party vendors and service providers to ensure SLA adherence and service quality.
• Oversee staffing models, including 24x7 support coverage where required.

• Partner closely with Network, Platform, Cloud, and Resiliency teams to deliver infrastructure services.
• Serve as a key interface between Enterprise Infrastructure Services (EIS) and business stakeholders.
• Ensure infrastructure services align with operational and business objectives.

• Ensure compliance with enterprise policies and industry standards, including SOC, ISO, and related frameworks.
• Maintain audit readiness and enforce operational controls.
• Partner with security teams to identify and mitigate infrastructure
  -related risks.

• Strategic Thinking:
  Can analyze complex situations, drive organizational transformation, and adapt strategies to changing market conditions.
• Leadership:
  Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.
• Digital Acumen:
  Can lead…