Manager - Global IT Service Delivery Operations

Manager - Global IT Service Delivery Operations

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For more than 100 years, Modine has solved the toughest thermal management challenges for mission‑critical applications. Our purpose of Engineering a Cleaner, Healthier World™ means we are always evolving our portfolio of technologies to provide the latest heating, cooling, and ventilation solutions. Through the hard work of more than 11,000 employees worldwide, our Climate Solutions and Performance Technologies segments advance our purpose with systems that improve air quality, reduce energy and water consumption, lower harmful emissions, enable cleaner running vehicles, and use environmentally friendly refrigerants.

Modine is a global company headquartered in Racine, Wisconsin (U.S.) with operations in North America, South America, Europe, and Asia. For more information about Modine, visit

We are seeking an experienced and strategic Manager of Global IT Service Delivery Operations to lead our global end‑user support services. This pivotal role is responsible for the leadership and oversight of our worldwide IT support operations, ensuring the consistent and efficient delivery of services to all business units. The ideal candidate will be a masterful leader with a passion for service excellence, responsible for upholding and improving Service Level Agreement (SLA) performance, and fostering a high‑quality customer experience across our manufacturing and corporate environments.

You will be instrumental in developing long‑term operational strategies and working closely with executive leadership to drive new levels of productivity and success that align with our company's global objectives.

• Develop and implement a comprehensive service delivery strategy that aligns with our global business goals and the specific needs of a manufacturing environment.
• Lead, mentor, and develop a global team of IT support professionals, fostering a culture of service excellence, collaboration, and continuous improvement.

• Define, monitor, and analyze service delivery metrics and KPIs to ensure performance against Service Level Agreements (SLAs).
• Drive initiatives to improve service quality, efficiency, and customer satisfaction.

• Maximize the efficiency and productivity of the service delivery function through extensive process analysis and interdepartmental collaboration.
• Oversee the 24/7 management of IT operations, ensuring stability, reliability, and availability of critical systems.

• Lead continual service improvement (CSI) initiatives by analyzing performance data, gathering feedback, and identifying opportunities to enhance IT services, processes, and overall efficiency.

• Develop and manage the departmental budget, ensuring that services are delivered in a cost‑effective manner.
• Partner with finance and procurement on vendor management and contract negotiations.

• Act as the primary point of contact for business stakeholders regarding service delivery performance. Manage relationships with external vendors and suppliers to ensure they meet their contractual obligations and performance targets.

• Oversee the development and maintenance of a centralized knowledge base to empower users with self‑service options and provide support teams with quick access to resolutions.

• Ensure that IT service delivery effectively supports the unique operational technology (OT) and systems present in our global manufacturing facilities, including supply chain and warehouse operations.

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field. An MBA or advanced degree is preferred.
• A minimum of 10+ years of experience in IT, with at least 5‑7 years in a senior leadership role focused on IT service management or operations in a global, enterprise‑scale environment.
• Proven ability to…