IT Service Delivery Manager

IT Service Delivery Manager 2.7 2.7 out of 5 stars 300 Austin Boulevard, Red Oak, TX 75154 Qarbon Aerospace Inc 14 reviews Company Overview Qarbon Aerospace is a world class manufacturer of cutting-edge composite components and assemblies for the Aerospace and Space industry's most advanced commercial and military aircraft. Qarbon Aerospace has the capabilities and resources to solve the market's toughest challenges On-Time with Quality Assured. As a US-based company with more than 100 years of experience and 1.6 million square foot of state-of-the-art facilities, we assure quality into every fiber, letting our customer's ideas and our employee's passion take flight. IT Service Delivery Manager Principal Position Summary The Service Delivery Manager is responsible for leading and maturing enterprise IT service delivery across the organization. This role ensures reliable, responsive, and business-aligned IT operations supporting manufacturing, engineering, corporate, and operational functions across multiple locations. The position serves as the operational leader for IT service management processes including incident management, request fulfillment, communications, service reporting, escalation management, vendor coordination, and continual service improvement. This role is highly collaborative and customer-facing, requiring strong organizational leadership, operational discipline, executive communication skills, and the ability to operate effectively within a fast-paced aerospace and defense manufacturing environment. Key Responsibilities IT Service Delivery & Operations Lead day-to-day IT service delivery operations across infrastructure, applications, and end-user support teams. Drive service reliability, responsiveness, and operational accountability across the enterprise. Coordinate operational support activities across internal IT teams, MSPs, and technology vendors. Serve as the central coordination point during major incidents and business-impacting outages. Ensure appropriate prioritization of manufacturing and operationally critical issues. Incident, Request & Escalation Management Establish and enforce incident management and escalation procedures. Manage ticket queue governance, aging, prioritization, and resolution accountability. Reduce reliance on informal support channels and improve structured intake processes. Coordinate root cause analysis and post-incident review activities. Monitor service trends and recurring operational issues to drive corrective actions.

SLA & KPI

Governance Develop and maintain IT operational metrics, dashboards, and service reporting. Track and report on SLAs, response times, resolution performance, backlog trends, and service quality. Present operational performance updates to IT leadership and business stakeholders. Identify service improvement opportunities using data-driven analysis. Communications & Business Engagement Lead operational communications related to outages, maintenance windows, and major incidents. Improve end-user awareness through structured IT communications and service updates. Partner with business leaders to align IT support priorities with operational needs. Promote a customer-service-oriented culture within the IT organization. Process & Continuous Improvement Drive maturity of ITIL-aligned operational processes including: o Incident Management o Change Management o Problem Management o Service Request Management o Knowledge Management Support operational readiness activities for enterprise projects, upgrades, and technology rollouts. Assist in establishing standardized operational governance and support procedures. Vendor & Managed Service Coordination Coordinate service delivery activities with external vendors and managed service providers. Monitor vendor performance against contractual expectations and operational requirements. Assist leadership with service reviews, escalations, and operational risk management. Compliance & Operational Governance Support operational compliance requirements associated with: o CMMC o DFARS o ITAR o Corporate security policies Ensure operational processes support audit readiness and controlled handling of business and regulated information. Experience and Education Requisites Required Must be a U.S. person per ITAR (International Traffic in Arms Regulations) guidelines. This position is not eligible for Visa sponsorship or a foreign person per ITAR. Bachelor's degree in Information Technology, Business, or related field, or equivalent experience. 7+ years of IT operations, service delivery, or IT service management experience. Experience leading enterprise support operations in a multi-site environment. Strong understanding of ITSM and ITIL operational practices. Experience with ticketing and service management platforms. Strong organizational, analytical, and communication skills. Experience managing operational escalations and cross-functional coordination. Some travel required Preferred Manufacturing or aerospace/defense industry experience. Experience supporting ERP, MES, or shop floor systems. Exposure to regulated environments including CMMC, DFARS, or

ITAR. ITIL

certification or equivalent operational governance experience. Experience working with MSP/vendor management models. Key Attributes Strong operational leadership and accountability Calm under pressure during critical incidents Excellent executive and end-user communication skills Process-oriented while remaining pragmatic Collaborative and service-focused mindset Ability to balance operational discipline with business agility What does Qarbon Aerospace have to offer? Company Paid Benefits available immediately upon employment. Basic Life Insurance Short-Term Disability (STD) & Long-Term Disability (LTD) 12 Paid Holidays Flex Time Off Medical/Prescription Insurance Dental & Vision Insurance Critical Illness Insurance / Hospital Indemnity Insurance / Accident Insurance Life Insurance and AD&D Insurance Savings and Spending Accounts Health Flexible Spending Account (FSA) Dependent Care FSA Health Savings Account (HSA) Immediate vesting on 401(k) Plans Tuition Reimbursement