Global IT Service Delivery Manager

Electrical Components International (ECI) is looking for a Global IT Services Delivery Manager to join our team in Southfield, MI. 

Who We Are

Founded in 1953, Electrical Components International (ECI) is one of the world’s leading suppliers of electrical distribution systems, control box assemblies, and other critical engineered components for diversified markets. With 25,000 employees and 37 global manufacturing locations, ECI is the trusted partner to market leaders with 500+ customers. At ECI, we power smart, connected, and electrified solutionsTM that help solve the most complex challenges.

Since 2020, we have embarked on a successful journey to transform the company, delivering significant value to our customers, investors and employees. As part of our strategic plan, we have defined key pillars to support and accelerate on our growth trajectory. One of these core pillars is focused on driving excellence through enhanced capabilities, tools and processes. To execute our strategy, we are looking to strengthen our organization with the Global IT Services Delivery Manager.

Key Responsibilities

This position will report to the Director, IT Infrastructure and Operations and will be responsible for leading and managing the delivery of IT services across multiple regions, ensuring operational excellence, service quality, and alignment with business objectives. This role will oversee IT service management, ticketing system administration, vendor relationships, and continuous improvement initiatives to enhance service performance and user satisfaction. The ideal candidate will have strong leadership skills, technical expertise, and a deep understanding of IT service management frameworks such as ITIL.

As a key member of the senior IT leadership team this role contributes to the development and execution of the enterprise-wide IT strategy and is responsible for ensuring I&O strategy is fully aligned, positioning I&O to deliver compelling business value.   

In this role, you will:

• Lead the global IT service delivery function, ensuring high availability, reliability, and efficiency of IT services
• Oversee incident, problem, and change management processes to minimize disruptions and optimize service performance
• Define and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure IT services meet business expectations
• Drive continuous service improvements by analyzing trends, identifying areas for enhancement, and implementing best practices
• Manage and optimize the IT service management (ITSM) ticketing system to ensure efficient tracking, resolution, and reporting of IT issues
• Oversee the ticket triage process, ensuring incidents and requests are properly categorized, prioritized, and assigned to the appropriate support teams
• Establish and enforce response and resolution time targets, aligning with business-critical SLAs
• Monitor ticket resolution trends and identify recurring issues, working with technical teams to implement long-term solutions
• Develop automated workflows and self-service capabilities to improve efficiency and reduce ticket volume
• Oversee global IT asset management processes, ensuring accurate inventory tracking, lifecycle management, procurement alignment, and compliance with licensing and regulatory requirements
• Highly organized with ability to document technical systems with consistency
• Team player with strong analytical skills and the ability to understand and resolve complex problems
• Flexibility, commitment, and capacity to work both independently and as part of a team, including working on-call nights and weekends
• Other duties as assigned.

Education & Experience<