Service Delivery Manager – Managed Network Services

Eaton’s Corporate IT group is seeking a Service Delivery Manager for the Infrastructure Value Stream – Managed Network Services. This role can be located at the following Eaton sites: Beachwood, OH; Galesburg, MI; Raleigh, NC; Moon Township, PA; Houston, TX; Menomonee Falls, WI. Travel up to 25% will be required. A hybrid work model (3 onsite/2 remote) is available.

Reporting to the Director of Infrastructure Edge, the Service Delivery Manager oversees the third-party supplier responsible for providing essential network and security support to over 500 Eaton locations through a managed service agreement. This globally outsourced team of network and security experts acts as a vital extension of Eaton’s internal teams, delivering critical business services across all locations. The role demands a strong operational and strategic focus on service enablement and continuous improvement, requiring robust engagement with various stakeholders, including Edge Product Owners, Customers, and BRMs. A deep understanding of infrastructure technology is essential to drive efficiencies in the supplier partnership.

In this role you will:

• Acts as a daily focal point for Managed Network Services escalations

• Evaluates requests, in order to deliver within agreed service levels by following Eaton’s Request Fulfillment process. Designs and improves ways to exceed First call resolution, satisfaction targets

• Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability

• Develops strategy, roadmap that have clear measurables for key metrics and a focus on continuous improvement to gain efficiencies

• Responsible for defining/analyzing/reporting key metrics for Managed Network Services performance, leading operational reviews

• Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is improved

• Responsible for working with vendor to ensure they are meeting Eaton expectations of vendors ability to deliver on contractual agreements, provide feedback to improve vendor performance, maintain high levels of customer satisfaction and engagement with Eaton. Leading renewal, contract negotiations, agreements, selection (as required)

• Responsible for leading operational excellence, performance, improvement reviews across Edge Value Stream and improving lean daily management rigor, maturity of service management processes

• Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)

• Ensures Manage Network Services provider is adhering to Eaton standards related to ITSM processes

• Establishes periodic review process with Business and IT leaders , prepares and presents trends and analysis of incidents and requests, problem management activities undertaken by the team

• Manages engagement across all customer groups, IT, Strategic suppliers, vendors. Interface with all members of the team and larger IT organization at Eaton to resolve issues and prioritizes needs

Your Qualifications:

• Experience managing global services relationships across a global enterprise footprint that delivered superior uptime, timely response, and customer service

• Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors that meet both functional and fiscal goals

• Experience setting up and managing vendor Managed Services and Time and Materials relationships

• Strong ITIL and ITSM experience at expert levels

• Must have experience managing support teams with a global or regional scope and ensure engagement between internal team and external teams

• Proven operating knowledge of how support applications such as ServiceNow (Ticketing systems and dashboards) deliver results, strategies and market trends

• Strong Interpersonal Skills with a focus on customer service, continuous improvement, and leadership to motivate and influence others to drive results

• Minimum 10 years’ experience leading delivery or production support for a large, complex organization

• Bachelors degree from an accredited institution

• Authorized to work in the United States now and in the future without sponsorship

Preferred Qualifications:

• ITIL Certification

• Managed service environment related to infrastructure

• Work Experience with Service NOW (Ticketing system & Dashboard)

At Eaton, we strive to provide compensation and benefits that attract, engage, and retain the best talent. This includes competitive pay and a variety of benefit programs for eligible employees. The expected annual salary range for this role is $136,500 – $195,000 a year. This role is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicants race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.