Manager, IT Service Delivery (LATAM)

Job description

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success. At Integer, our values are embedded in everything we do. Customer We focus on our customers’ success Innovation We create better solutions Collaboration We create success together Inclusion We always interact with others respectfully Candor We are open and honest with one another Integrity We do the right things and do things right Key Responsibilities: Business Partnership & Collaboration Serve as a primary IT contact for site leadership, aligning support with operational needs. Coordinate cross-functionally to manage IT assets and ensure consistent service delivery. Customer Experience & Service Excellence Foster a customer-first mindset within the team. Oversee timely resolution of support issues; gather user feedback to improve service quality. Site Support & Integration Support new site launches, expansions, and acquisitions guided by Senior Leadership. Help ensure smooth onboarding and integration using standard tools and processes. Process Standardization & Continuous Improvement Implement and maintain standardized IT support procedures and documentation. Identify opportunities for automation and efficiency gains in daily operations. Performance Monitoring Assist in defining and tracking key KPIs and SLAs to ensure service levels are met. Use data to identify trends, resolve recurring issues, and improve team performance. Team Leadership & Development Supervise and support a team of IT support associates, managing schedules and workloads. Provide coaching, training, and performance feedback to build team capability. Additional Responsibilities: Participate in incident, problem, and change management processes. Support hardware/software procurement, tracking, and lifecycle management. Oversee and coordinate with vendors and managed service providers. Ensure compliance with IT security and regulatory standards. Perform other duties as needed. Some travel is required. Education & Experience: Bachelor’s degree in IT or related field. 5–7 years in IT support or service delivery; leadership experience (formal or informal) is a plus. E xperience in IT, PMO, project coordination, and w orking knowledge of project management methodologies. Strong knowledge of ITIL, service management & enterprise IT systems including Microsoft products. Experience in manufacturing or regulated environments is a plus. Ability to manage competing priorities in a fast-paced environment. Excellent communication and interpersonal skills to engage across all levels. U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.