Jobs and Careers

Sr Manager Service Delivery

United Statesfull_timeVerifiedPosted 20 May 2026

About the role

it's what's inside that counts

_______________________________

There’s more to CMC than our products and the buildings, structures, and roads they go into. At CMC, it’s the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering:

Day 1 Benefits Coverage with low cost Medical, Vision, Dental
Day 1 Paid-time Off and Vacation
4.5% Company Match 401(k) plan
$500 Annual Company-paid Lifestyle Benefit
Competitive Compensation and Bonuses
Company-paid Life and Disability Insurance
Employee Stock Purchase Plan
Training and Advancement Opportunities

Why This Job

CMC provides an excellent opportunity to learn the steel, construction reinforcement and ground stabilization industries and to grow in your career. Whether you will spend your day brainstorming in an office cubicle, operating a crane, running manufacturing equipment or troubleshooting technical obstacles, at CMC, you’ll get the training and support from your team that you need to excel in your role and reach your full potential.

What You'll Do

Provide overall leadership and direction for the domestic IT Service Delivery organization, ensuring consistent support across all CMC operating locations
Define and execute the Service Delivery strategy in alignment with CMC IT, ITSM, and Digital Operations Center objectives
Establish clear service expectations, standards, and operating models that support both day-to-day operations and long-term business growth
Ensure service delivery evolves from reactive support toward proactive, standardized, and continuously improving operations
Lead, mentor, coach, and develop regional Service Delivery leaders and site-based support teams
Build a strong leadership pipeline by setting expectations for accountability, professionalism, and customer focus
Ensure teams have the skills, training, and tools required to support complex manufacturing, corporate, and commercial environments
Promote a culture of ownership, collaboration, and continuous improvement across all Service Delivery teams
Act as a primary point of engagement between IT Service Delivery and CMC business leaders at mills, plants, corporate, sales, and recycling operations
Establish and maintain strong, trust-based relationships with business stakeholders to understand needs, priorities, and service expectations
Ensure clear, consistent, and transparent communication regarding service performance, risks, planned changes, and improvement initiatives
Translate business feedback into actionable service delivery improvements and measurable outcomes
Ensure Service Delivery operations align with CMC ITSM standards for Incident, Request, Problem, and Knowledge Management
Partner closely with IT Operations, ITSM, and DOC leadership to ensure effective escalation paths, major incident coordination, and operational transparency
Drive consistency in ticket quality, documentation, and data accuracy to enable effective reporting, trend analysis, and decision-making
Plan, coordinate, and manage all End-of-Standard-Life (EOSL) hardware refresh initiatives across domestic locations
Lead and execute field-based deployments, upgrades, recoveries, and technology refresh projects requiring hands-on, onsite support
Coordinate Service Delivery resources in support of projects owned by other IT teams or business initiatives requiring in-field execution
Ensure projects are delivered on time, within scope, and with minimal operational disruption
Maintain decision authority over day-to-day Service Delivery operations, resource allocation, field prioritization, and execution of approved budgets
Make operational decisions required to restore service, mitigate risk, and meet business commitments
Serve as the primary escalation point for regional leaders and site teams for unresolved service, staffing, or delivery issues
Escalate matters involving material business impact, significant financial risk, policy exceptions, or enterprise-wide implications to IT Operations leadership
Identify and lead service delivery process improvements that enhance reliability, efficiency, and customer experience
Leverage operational data, incident trends, and business feedback to reduce repeat issues and improve first-time resolution
Champion standardization and simplification across sites while