IT Service Delivery Lead

About us

At Plexus, our vision is to help create the products that build a better world. Driven by a passion for excellence, we partner with leading Aerospace/Defense, Healthcare/Life Sciences and Industrial companies to design, manufacture and service some of the world's most transformative products, including advanced surgical systems, diagnostic instruments, healthcare imaging equipment, mission critical aerospace systems, and electric vehicle charging solutions.

The IT Service Delivery Lead ensures the effective delivery of IT operational services that support business objectives. This role orchestrates work by leading team-level Work Planners, governing the operational management framework, managing service performance, and driving continuous improvement to guarantee the stability, efficiency, and security of IT systems and services.

• Service Level Management – Establishes and manages Service Level Agreements (SLAs) with business stakeholders. Monitors and reports on service performance, ensuring operational teams meet or exceed agreed-upon targets for maintenance, incident management, and security operations.
• Process Governance and Execution – Owns and governs the IT Operations Management framework. Champions consistent application of Kanban boards, T‑shirt sizing for work estimation, and standardized planning cadences, including weekly planning, daily check‑ins, and backlog refinement.
• Cross‑Team Orchestration (Master Planner) – As the Master Planner, this role oversees and coordinates the backlog of work across multiple teams. Provides leadership and direction to team Work Planners to manage dependencies and ensure priorities align with organizational goals.
• Continuous Improvement – Utilizes KPIs such as work item throughput, cycle time, and patch compliance to identify process bottlenecks and opportunities for improvement. Drives initiatives to enhance service quality, efficiency, and team satisfaction.
• Stakeholder and Vendor Management – Acts as primary point of contact for business stakeholders regarding the performance of IT operational services. Manages relationships with key third‑party vendors and suppliers to ensure contractual obligations are met.
• Cybersecurity Posture – All GT team members uphold the organization’s cybersecurity posture by adhering to security policies and procedures, participating in training, protecting data and systems, identifying and mitigating vulnerabilities, and reporting suspicious activity or potential incidents.

• Bachelor’s Degree with 4 or more years of related experience preferred; an equivalent combination of education and/or experience will be considered.
• Demonstrated experience in IT service management, IT operations, or a comparable role.

• ITIL certification strongly preferred.
• Experience working within an Agile or Kanban operational environment.
• Strong leadership and mentoring capabilities.
• Superior communication, negotiation, and interpersonal skills for managing stakeholder relationships.
• Advanced analytical and problem‑solving skills to interpret performance metrics and drive meaningful improvements.
• Proficiency with IT Service Management (ITSM) tools and visual task boards.
• A strategic mindset with ability to orchestrate complex work streams across a global, multi‑team environment.

$85,100.00 – $

We offer a comprehensive benefits package including medical, dental, vision insurance, paid time off, retirement savings, and professional development opportunities. Work‑life balance is supported through various perks.

We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Some offers of employment are contingent upon successfully passing a drug screen and/or background check.