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Manager, IS Delivery

Requisition ID:  106311
Business Unit:  Meggitt USA Services (3405)

Rockmart, GA, United States, 30153

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of ‘Enabling the Extraordinary: To Fly, To Power, To Live”. These core values – teamwork, integrity and excellence – are what have allowed us to become the company we are today. With facilities and over 10,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.


Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR.


Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

Job Designation

  • The Service Delivery Manager (SDM) represents ITG to the business and represents the Business Unit’s within ITG. Building strong working relationships between the ITG the business units and ensuring IT services meet their needs.
  • Develop an excellent understanding of your customer's business, how it works and the type of problems and opportunities to which it must respond.  The SDM will explain the services and capabilities available to business customers and to act as advisor on how IT can improve their operation. Meeting with the business on a regular basis and chairing service management meetings in a productive way will be a major part of the role.
  • It is important that a trusting relationship can be formed across all areas of the business to achieve the results the company desires. Working closely with the other delivery teams to ensure consistent end to end delivery from Service Desk through the applications and infrastructure components that make up these services.
  • An experienced manager to lead the L2 engineers with a high priority on implementing smarter working practices concentrating on value adding activities.

Job Core Responsibilities

  • Leads and champions an IT service culture working with all levels within Meggitt
  • Maintain regular contact with the Business stakeholders through regular and well-run service meetings
  • Ensure alignment of solutions and proposed ITG investments to the Meggitt business needs
  • Guide developments to ensure services are cost effective not only for ITG but for the Global Business Divisions
  • Team and performance management, through regular team meetings, one to ones, coaching, training plans and appraisals
  • Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITG services to improve metrics
  • Contribute to maintenance of IT service catalogue, procedures, and knowledge articles
  • Analyze and review actual service performance against SLAs and OLAs.
  • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
  • Provide regular reports on service performance and achievement to IT and the Business Divisions
  • Maintain day to day responsibility for the ownership and resolution of Service issues which arise in connection with ITG services
  • Agree appropriate actions to maintain or improve service levels and feed these into the ITG demand process and IT strategy planning
  • Contribute to the definition of new and changed services and support projects in the introduction of services into the live environment through standard transition processes
  • Ensure timely Iterative updates to process and procedures
  • Developing, coordinating and promoting the effective functioning of service delivery activities across ITG support teams
  • Work closely with Service Desk and Problem Management to identify problems, support root cause analysis and proactive trend analysis
  • Supporting the L2s to identify business priorities and ensure investigation and implementation of solutions are prioritized against business goals / impact and deliver value on investment
  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
  • Ensuring all administration and reports are maintained and up to date
  • Supporting and nurturing process improvements and knowledge base improvements
  • Continually maintaining and developing tools and resources to improve service delivery
  • Define and agree templates, processes, and align with tooling

Job Specifications

Education : Post-secondary degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations
Travel: up to 10% annually  
Years Experience : Minimum 5 years of experience in in a IT Service Management function for a ,corporation with a large and diverse footprint 

  • Degree level education with a solid all-round knowledge of IT and its use within a business environment or appropriate skills level and experience managing multiple teams
  • ITIL Qualified and SIAM knowledge
  • Experience supporting manufacturing, production facilities
  • Previous experience of managing services in an organization working in a regulatory compliant environment and a similar service portfolio
  • Strong technology background and awareness of Infrastructure services (Networks, Telephony, Active Directory, Server Support) and Application Management. 
  • Excellent knowledge and understanding of ITIL processes and practical experience of having applied this successfully
  • Good understanding of industry standards in relation to service management
  • A good working knowledge of budgets, finance and cost components of a providing a service
  • Build strategic relationships with senior stakeholders in a business area, and foster partnerships
  • Share information to educate customers about available IT capabilities and services and how they meet business needs
  • Manage supply chain communications between customers, suppliers, and other partners to ensure business needs are addressed
  • Show empathy with stakeholders and ensure their requirements, concerns or complaints are understood and addressed
  • Anticipate how actions and plans to develop IT services will affect customers and ensure their business requirements are understood and addressed. Active stakeholder management
  • Organization and people management skills
  • Experience of leading and implementing improvement initiatives
  • Knowledge of project management methodology
  • This is a demanding role which will require considerable flexibility and commitment
  • Self-starter/ pro-active initiative
  • Methodical and logical thinker
  • Prepared to be hands on (i.e., practical)
  • A diligent and conscientious approach to carrying out work is essential
  • Must be capable of working under pressure in a supportive environment, this will include dealing with escalations from the business, providing feedback and dealing with multiple teams and problems simultaneously in an effective manner
  • The position holder must be capable of working on their own initiative within the procedures and guidelines laid down
  • The ability to communicate with all levels of staff, management and up to senior management level
  • Solid Incident and Problem-solving skills
  • Track record of experience in all facets of operational management of large team including recruitment, development, and performance related matters
  • Ability to work with a range of internal and external customers/partners/ stakeholders and establish their requirements
  • Sound knowledge of a range of management techniques
  • Ability to analyze data and present information clearly via reports
  • Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
  • Intermediate level knowledge of PC software applications and strong understanding of PC operating systems

Meggitt is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.


If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative by emailing


If this position is located in the United States, this job will require use of information which is subject to the International Traffic in Arms Regulations (ITAR). As such, all applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

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