IT Program Manager – Infrastructure (W2 ONLY)

About the Role

The Service Delivery Manager (SDM) will be responsible for end-to-end service delivery of IT infrastructure and end-user computing services for a manufacturing plant environment. This role owns operational excellence, SLA adherence, stakeholder satisfaction, and continuous improvement, while also actively identifying new business opportunities within the client environment.

Responsibilities

• Own end-to-end delivery of IT services including Network, Service Desk, SCCM, Application Packaging, and Telecom Expense Management (TEM).
• Ensure all services are delivered in line with agreed SLAs, KPIs, and OLAs.
• Lead daily, weekly, and monthly operational governance with on-site and offshore teams.
• Ensure ITIL-aligned processes are followed and continuously improved.
• Actively identify new business opportunities within the client environment.
• Manage stakeholders and vendors effectively with strong executive communication skills.
• Drive continuous improvement and transformation through automation.

Requirements

• 10+ years of overall IT experience.
• 5+ years in a Service Delivery Manager or similar leadership role.
• Experience working with US-based clients in an on-site capacity.
• Demonstrated success in client engagement, service stabilization, and growth initiatives.
• Experience working in manufacturing or plant-based IT environments (preferred).
• Very good knowledge in IT Infrastructure domain and experience working in Data Centre environments.
• Strong leadership, decision-making, and escalation management abilities.
• Commercial acumen with the ability to identify and articulate business value.
• Ability to work independently in a fully on-site role (5 days onsite in East Aurora, NY).

Skills

• Stakeholder & Client Management
• Technical Oversight (Hands-on Leadership)
• Continuous Improvement & Transformation through Automation
• People & Vendor Management
• Excellent executive communication skills