Senior Service Delivery Engineer

Company Overview

COME JOIN OUR JOURNEY!

 

When you join TT, you join our global community of visionaries, creators, and achievers dedicated to engineering and manufacturing electronic solutions enabling a safer, healthier and more sustainable world.  Simply put, we are a global manufacturer with a passion for engineering advanced electronics that benefit our planet and people for future generations.  We are committed to having a positive impact on the world through a culture built around safety, transparency, collaboration, and positive relationships.  Our teams are fueled by performance and expertise, leading the charge in innovation, efficiency and delivering world-class customer service. Be part of the journey.

Role Overview and Responsibilities

Introduction: The Senior Service Delivery Engineer US is responsible for leading high-quality IT service delivery while providing senior technical expertise and escalations across TT’s US and North America environment. Based at the Perry site, the role will be the boots on the ground IT service delivery on site. The role acts as a technical authority, ensuring availability, performance, compliance, and continuous improvement of IT services aligned to business strategy, ITIL best practice, and TT’s global standards.

 

Key Responsibilities:

 

Technical Leadership & Escalation

• Act as the senior technical escalation point for complex issues across servers, storage, networking, telecoms, virtualisation (VMware), Active Directory, and cloud platforms.
• Lead major incident resolution (P1/P2), including coordination across global teams and vendors.
• Own advanced troubleshooting and root-cause analysis, ensuring permanent fixes and knowledge sharing.

Service Delivery & Operations

• Provide technical governance for incident, request, problem, change, and knowledge management in partnership with Service Delivery Managers.
• Manage T2/T3 tickets and ensure consistent SLA and SLO performance.
• Manage infrastructure lifecycle planning, including capacity forecasting, hardware refresh scheduling, and end-of-life risk mitigation.
• Ensure successful execution of all backup, replication, and disaster recovery procedures.
• Manage IT hardware and software inventory.
• Maintain accurate and current documentation.
• Contribute to infrastructure lifecycle planning and cost management, including hardware replacement and capacity forecasting.
• Participate in scheduled maintenance activities, including one designated weekend per month, to perform patching, upgrades, and infrastructure maintenance during production downtime.

Infrastructure & Architecture Support

• Contribute to global standards, architecture decisions, and platform roadmaps.
• Support infrastructure modernisation projects (cloud migrations, network refresh, storage consolidation, etc.).
• Work with enterprise architecture, cybersecurity, and engineering teams on global initiatives.

Risk, Compliance & Security

• Drive compliance with cybersecurity standards, internal audit, and regulatory requirements.
• Ensure controls related to access management, backup integrity, patch levels, and vulnerability remediation are met.
• Participate in risk assessments and support the development of remediation plans.
• Support cybersecurity operations by implementing security controls, responding to security alerts, and remediating vulnerabilities.

Continuous Improvement & Automation

• Identify service improvement opportunities and lead delivery of enhancements.
• Contribute to automation initiatives (PowerShell, Intune, endpoint management, backup automation, etc.).
• Produce performance metrics and analysis for service improvement reviews.

Stakeholder Engagement & Leadership

• Act as the primary IT interface for the site, ensuring alignment between business needs and IT services.
• Provide technical guidance and training to users and SDEs on hardware, software, and IT services.
• Mentor and develop junior engineers globally.
• Manage local vendor and partner relationships where required.
• Support project delivery, including planning, testing, implementation, and post-go-live support.

Safety is a core responsibility of this position. Team members are expected to perform all job duties in accordance with company safety policies, OSHA regulations, and established procedures. This includes wearing required personal protective equipment (PPE), participating in safety training, immediately reporting unsafe conditio