Did you know that every time you take a flight, drive somewhere or every time you have electricity at the touch of a button, there’s a chance that Doncaster’s played a part in making that happen?
Doncasters is a leading international manufacturer of specialist superalloys and high – precision alloy components made for the most demanding conditions with manufacturing facilities in Europe, USA Mexico, China, and India. Doncasters Precision Castings of Groton is an industry leader in the development and production of Precision cast components.
Some of the products produced at Groton include Nickel and cobalt based superalloy parts, engine structural components, castings – fans, compressors, and combustors and many more that keep the world in motion! Groton is one of our largest sites, based in Connecticut, employing 210 employees, and is still growing, Groton is situated in a great location for easy commuting.
What we can offer you:
- An interesting and varied field to work in.
- An environment where you can learn and grow through constant development opportunities.
- PTO
- Competitive 401K
- Competitive medical insurance
The Role
The IT Service Delivery Manager role is critical to the delivery of a new IT service platform for our Doncasters facilities located in North America. IT Service Delivery Manager will be responsible for ITSM across these sites.
- Development and delivery of the Manage Engine ITSM software across our North America sites, incorporating and building upon the established framework. The system design will be inclusive of deployment models, workflows, approval cycles, support desk practices and procedures, KPI monitoring and more.
- Develop an ITIL driven IT Service Delivery strategy to cover Tier 1-2 calls.
- Use IT Service Management data and information to prioritise calls, lead responses, ensure timely resolution of calls and also monitor and measure the day-to-day service delivery function.
- Be an active member of the of the IT Service Delivery function in resolving and assisting to resolve Tier 1-2 calls.
- Regional responsibility for IT service delivery and ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
- Carry out service delivery audits and drive continual IT service improvement practices.
- Develop and report upon internal IT Service Level objectives & appropriate KPI’s
- Develop and drive a continual improvement program for IT Service Delivery and ensure the highest level of operational service.
- Ensure efficient and effective management of IT Service Delivery resources in alignment with agreed goals, budgets and targets.
- Liaise with external support partners when calls require external escalation, coordinating the internal and external responses to ensure a prompt and resource efficient call resolution.
- Manage support contracts which contribute towards the IT Service Delivery function.
- Ensure the IT Service Delivery function underpins the Head Office / Group wide IT strategy, assisting and supporting in systems roll out & user education where necessary.
- Limited Travel to US facilities
If you have any of these skills, we would love to hear from you;
- Experience in managing an Active Directory environment required
- A strong understanding of IT Networking principles
- Experience in deployment of ITSM solutions preferred
- Working knowledge of Virtual (VMWare, Hyper-V) Environments and cloud environments, such as Microsoft O365 / GCC High, preferred
- Working knowledge of procurement processes for hardware and software requirements.
- Demonstrable knowledge of current cyber security best practice.
- Strong organizational skills, capable of working independently as well as with the I.T. team and business units.
- Effective written and verbal communication and documentation skills.
- Self-motivated, proactive and keen attention to detail.
Doncasters Values:
We foster a winning mindset that enables everyone to be both safe and able to fulfil their potential. We strive for excellence, commitment, integrity and team work in the pursuit of our goals.
Equal opportunities
Doncasters is committed to achieving workforce diversity and we pride ourselves on creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, national origin, race, age, gender, disability- physical or hidden, sexual orientation, veteran status, or religious belief. We provide a fully inclusive and accessible recruitment process. We encourage all applicants to reach out if they require any support or assistance to enable them to thrive throughout our recruitment process; we want to ensure that your beautiful mind makes industrious motion, Please contact