What are the responsibilities and job description for the IT Service Delivery Manager position at Sappi?
Mill IT Service Delivery Manager
Role Overview:
A senior operational leader responsible for managing IT service delivery across multiple mill sites. This position represents IT within the Mill Management Team, ensuring reliable IT services, aligning technology with production needs, and driving continuous improvement.
Key Responsibilities
Service Delivery & Operational Leadership
- Act as the IT representative on the Mill Management Team, influencing decisions and supporting cross-functional projects.
- Implement and optimize IT service delivery across multiple sites, ensuring compliance with regional/global IT standards.
- Manage geographically dispersed IT teams and complex multi-site environments.
- Translate strategic IT initiatives into actionable improvements and monitor service quality using ITIL best practices.
Multi-Site IT Management
- Lead on-site IT support teams, ensuring consistent service levels and resource planning.
- Oversee escalations and resolve high-impact incidents quickly to minimize downtime.
- Implement ITIL-based frameworks (Incident, Problem, Change, Request Management) and ensure KPIs/SLAs are met.
- Manage IT asset lifecycle and drive proactive maintenance and troubleshooting.
Team Leadership & Development
- Provide hands-on leadership and regular site visits to assess performance.
- Coordinate IT and OT teams for stable production environments.
- Oversee procurement of IT equipment and licenses.
Change Management & Projects
- Serve on the Change Advisory Board for regional IT operations.
- Ensure compliance with global change management standards and documentation.
- Lead small to medium IT projects and support global technology deployments.
Stakeholder Engagement
- Act as IT Business Partner for mill leadership, aligning IT services with business needs.
- Maintain strong relationships with regional/global IT teams and provide structured reporting on IT performance.
Risk Management & Compliance
- Ensure adherence to security policies and governance frameworks.
- Manage CMDB updates, disaster recovery, and business continuity planning.
- Conduct risk assessments and manage vendor relationships for cost-effective service delivery.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field. Equivalent experience and certifications will be considered.
- 8 years of IT experience, with a strong background in IT service management, operations, or infrastructure.
- 5 years of IT management experience, managing IT service teams across multiple locations.
- ITIL Intermediate or Expert certification preferred (ITIL Foundation required).
- Proven experience in managing IT service delivery in a manufacturing or industrial environment.
- Strong understanding of ITSM tools, vendor management, and IT governance frameworks.
- Excellent crisis management skills, with the ability to lead IT responses for critical business disruptions.
- Ability to manage multiple competing priorities across sites, ensuring effective IT support.
- Demonstrated success in leading service improvement initiatives and optimizing IT operations.
Pay: From $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Relocation assistance
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $120,000