Senior Service Delivery Lead

ANDERSEN CORPORATION SUMMARY: At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live. Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector. Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality. JOB DESCRIPTION: Andersen is seeking an experienced Senior Service Delivery Lead to join the Infrastructure Operations Center (IOC). This position serves as a primary liaison between Infrastructure & Operations and business stakeholders, helping ensure technology services are prioritized, delivered, and operated in alignment with business objectives. The Senior Service Delivery Lead will work across infrastructure platforms, including compute, cloud, storage, backup, databases, and data center operations, to coordinate demand, improve service delivery, and provide operational leadership. This role combines service ownership, customer relationship management, work intake and prioritization, operational governance, and cross-functional coordination with accountability for planning, executing, and delivering initiatives on time, within scope, and aligned with business objectives. This is a hybrid role based out of our Oak Park Heights, MN office location. Primary Responsibilities: Delivery Management Lead the planning and delivery of IOC projects and initiatives spanning monitoring and event management; incident, major incident, and problem management improvements; infrastructure platforms; data center modernization; automation; vulnerability remediation; operational compliance; and service, disaster, and cyber recovery readiness. Develop and maintain delivery plans, schedules, milestones, resource requirements, and cross-team commitments. Track progress, resolve obstacles, and manage risks, issues, dependencies, and changes that may affect delivery outcomes. Coordinate engineering, security, architecture, project, business, vendor, and service management partners to achieve agreed scope, timing, and business value. Service Delivery Leadership Serve as a primary point of contact between Infrastructure & Operations and business stakeholders. Help ensure infrastructure services meet business expectations for reliability, availability, security, and performance. Develop and maintain strong partnerships with application teams, manufacturing technology teams, corporate functions, and other internal partners. Drive service excellence through continuous improvement and operational maturity initiatives. Work Intake and Prioritization Lead infrastructure demand management and work intake processes. Facilitate the assessment, prioritization, sequencing, and scheduling of operational and project work. Serve as Product Owner or Service Owner for IOC operational work by maintaining work backlogs, facilitating prioritization discussions, defining delivery commitments, and aligning business demand with operational support requirements and strategic initiatives. Partner with technology leaders and stakeholders to balance operational support, technical debt reduction, lifecycle management, risk reduction, and strategic initiatives. Establish and maintain governance practices for infrastructure-related requests and investments. Agile Delivery and Execution Facilitate sprint planning, backlog refinement, standups, reviews, and retrospectives across operational and initiative-based work. Improve delivery predictability, throughput, transparency, and team execution through disciplined Agile, Scrum, Kanban, and hybrid practices. Remove delivery obstacles and drive continuous improvement in planning, workflow, collaboration, and execution practices. Operational Governance Facilitate regular service reviews with stakeholders and technology teams. Monitor service performance, operational metrics, service-level commitments, and key performance indicators. Identify risks, dependencies, resource constraints, and appropriate escalation paths. Coordinate major incident communications and support post-incident review and improvement activities. Promote transparency regarding priorities, delivery status, operational health, and service risks. Strategic Planning and Portfolio Coordination Collaborate with architects, engineers, and operational teams to translate business needs into actionable technology roadmaps and delivery plans. Support annual planning, budgeting, demand forecasting, capacity planning, and investment prioritization activities. Drive alignment between infrastructure initiatives and enterprise strategic objectives. Assist in developing business cases for infrastructure modernization, lifecycle, resiliency, and risk-reduction initiatives. Vendor, Financial, and Delivery Reporting Coordinate third-party vendors and managed service providers, ensuring deliverables, schedules, quality, and accountability align with initiative objectives. Support budgeting, forecasting, business case development, project spending oversight, and resource utilization decisions. Maintain delivery dashboards, key performance indicators, milestone reporting, and executive-ready status communications. Present delivery progress, outcomes, risks, dependencies, and mitigation plans to technology and business leadership. Process Improvement Champion IT Service Management (ITSM) principles and consistent operational practices. Drive improvements related to work intake, change management, incident management, problem management, request fulfillment, and service governance. Increase operational efficiency through automation, standardization, improved documentation, and greater service visibility. Use data and stakeholder feedback to identify, prioritize, and measure continual service improvement opportunities. Leadership and Collaboration Lead cross-functional teams and influence outcomes without relying on direct authority. Facilitate productive discussions among diverse technical, business, and leadership stakeholders. Mentor team members in service management, stakeholder engagement, delivery practices, and operational excellence. Foster a culture of accountability, transparency, collaboration, and continuous improvement. Qualifications and Requirements: Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field, or equivalent experience. Minimum 8 years of experience in IT infrastructure, service delivery, operations, product ownership, or technology leadership. Demonstrated experience leading complex, cross-functional technology initiatives. Strong understanding of enterprise infrastructure technologies, including cloud, servers, storage, backup, databases, networking, and enterprise platforms. Experience with IT Service Management frameworks and operational governance. Strong skills in Agile, Scrum, Kanban, and hybrid delivery methodologies, with demonstrated experience facilitating work intake, backlog management, prioritization, and delivery planning across multiple teams. Experience managing competing priorities, dependencies, operational risk, and complex stakeholder relationships. Strong communication, facilitation, presentation, negotiation, and conflict-resolution skills. PAY RANGE: $101,176.00 - $156,824.00 CULTURE AND BENEFITS: At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well‑being, growth, and future. Our benefits include: 401 (k) Plan, Employer Fixed Contributions & Company Matching Profit Sharing* Medical, Dental and Vision Coverage* Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA) Life Insurance Paid Time Off & Paid Holidays Paid Maternity Leave & Paid Parental Leave* Career Growth Planning & Nationwide Career Opportunities *For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement. PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance. EEOC EMPLOYER: Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws. If you need a reasonable accommodation to complete a job application, participate in a job interview, or engage in any part of the hiring process, please contact . We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.