IT Operations and Service Delivery Manager, VP

Job Summary

Responsible for supporting the Service Delivery Operations Department with day‑to‑day operations, business engagement support, and program/project management. The role requires extensive knowledge of IT Operations with a focus on ITSM (Incident, Change and Problem Management) and a deep understanding of Application Operations and Support, Batch Operations, SLA Management, Critical Path Analytics, AWS Operations and Vendor Engagement. The incumbent will interact with technology applications that support the portfolio, including Service Now, CA7, Autosys, Dynatrace, Power BI, Power Automate, and operations monitoring systems, driving program and project management initiatives and providing management reporting and KPI adherence.

• Provide daily operational support, including system monitoring, operational and application health reporting, batch scheduling, file transfers, and other activities involving the service delivery, data center operations, and business engagement teams.
• Ensure all tasks are performed during the shift in accordance with prescribed procedures.
• Document and Escalate problem incidents as per department guidelines.
• Apply working knowledge of batch job scheduling for troubleshooting product issues.
• Collaborate with application development and infrastructure partners to test, implement, and alter batch schedules and external transmissions to support business needs.
• Coordinate and govern with team leads and management on departmental metrics and reporting to provide management with information on daily incidents and outages.

• 10+ years of in‑depth IT Operations and Production Support experience.
• Experience in Enterprise IT operations, monitoring practices, and technologies for successful IT service delivery.
• Proficient in applying Service Operations/ITSM (Incident, Change and Problem) concepts to industry standard frameworks and improving business performance.
• Experience preparing and managing KPI reports and metrics for a multi‑functional team, serving as a Process Automation SME, and performing in a Business Analyst role.
• Experience in process documentation, data analysis, and analytics.
• Strong proficiency in Project Governance and project management best practices, including JIRA.
• Experience working with Application Management, Senior Executives, and Line Managers in heavily matrixed environments and influencing change.
• Full understanding of ITSM principles and best practice implementation.
• Experience ensuring consistent processes for analyzing notifications, warnings, and alerts for Event Management, Health Dashboards, and Reporting, with an emphasis on Power BI and Power Automate.
• Proficient in managing SLA performance for both infrastructure and application portfolios.
• Ability to liaise with business and application partners for quarterly and monthly business reviews to drive efficiencies and automation opportunities.
• Strong knowledge of AWS concepts and building processes to support on‑premises and cloud‑based solutions.
• Knowledge of batch scheduling, transmission services, application support, and CA7, CA Autosys, Sterling/File Transmissions, Service Now, Dynatrace, IT infrastructure, architecture, and capacity planning.
• Strong written and verbal communication skills.
• Proficient in Excel, Word, and PowerPoint.

• Bachelor's degree in Computer Science or a closely related discipline, or an equivalent combination of formal education and experience.

Visa sponsorship/support is based on business needs; business does not anticipate providing visa sponsorship for this position.

Typical base pay:
New York / New Jersey $123,000 – $191,000;
Non‑New York / New Jersey $123,000 – $170,000. The role may also be eligible for discretionary performance‑based bonus and/or incentive compensation.

The Total Rewards program provides a competitive benefits package, including comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, paid vacation, sick days, and holidays.

MFG is an Equal Opportunity Employer and is committed to a diverse workforce. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws and regulatory requirements. The major responsibilities listed above are material job duties for which the Company reasonably believes that criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

These statements describe the general nature and level of work performed and are not exhaustive.