Title: IT Service Delivery Lead

Location:

Martinsburg, WV, US, 25404

Group: Finance

Division: Information Technology

Job ID: 23243

it's what's inside that counts

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There’s more to CMC than our products and the buildings, structures, and roads they go into. At CMC, it’s the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering:

Day 1 Benefits Coverage with low cost Medical, Vision, Dental
Day 1 Paid-time Off and Vacation
4.5% Company Match 401(k) plan
$500 Annual Company-paid Lifestyle Benefit
Competitive Compensation and Bonuses
Company-paid Life and Disability Insurance
Employee Stock Purchase Plan
Training and Advancement Opportunities

Why This Job

CMC provides an excellent opportunity to learn the steel, construction reinforcement and ground stabilization industries and to grow in your career. Whether you will spend your day brainstorming in an office cubicle, operating a crane, running manufacturing equipment or troubleshooting technical obstacles, at CMC, you’ll get the training and support from your team that you need to excel in your role and reach your full potential.

What You'll Do

Lead end-to-end IT service delivery operations for assigned site(s), ensuring reliable, secure, and business-aligned technology services
Serve as the primary technical lead and escalation point for complex, high-impact, and business-critical incidents, driving timely resolution and minimizing operational disruption
Manage service performance through ServiceNow (or equivalent ITSM platform), including SLA attainment, incident and request management, backlog reduction, and service quality improvement
Drive incident, problem, and change management processes, conducting root cause analysis and implementing corrective and preventive actions to improve service stability
Provide technical leadership, guidance, and coaching to service delivery personnel, fostering accountability, operational excellence, and a customer-focused culture
Partner with enterprise IT teams, including Infrastructure, Network, Security, Cloud, and Application Support, to ensure seamless service integration and support
Oversee IT asset and configuration management processes, ensuring lifecycle governance from procurement through deployment, maintenance, and retirement
Lead or support site-level technology initiatives, including infrastructure upgrades, hardware refreshes, deployments, integrations, and continuous improvement projects
Build and maintain strong relationships with business and site leadership to align service delivery priorities with operational and strategic objectives
Support manufacturing systems and operational technology (OT) environments where applicable, ensuring availability and operational continuity
Establish and maintain operational documentation, knowledge articles, support procedures, and technical standards
Ensure compliance with IT policies, cybersecurity requirements, audit controls, and change management practices
Leverage service metrics, trend analysis, and reporting to drive data-driven decision-making and continuous service improvement
Participate in major incident management, on-call support, and critical event response as required
Travel up to 15% to support business operations, projects, and stakeholder engagement
Operate effectively across both corporate office and industrial/manufacturing environments

What You'll Need

Strong experience supporting end-user computing environments, including hardware, operating systems, mobile devices, and peripherals
Hands-on experience with ITSM platforms, preferably ServiceNow
Knowledge of Service Asset and Configuration Management (SACM) principles and best practices
Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless technologies, and basic routing concepts
Experience supporting Microsoft technologies, including Microsoft 365, Active Directory, Exchange Online, Intune, and related services
Familiarity with telecommunications and collaboration platforms
Experience supporting manufacturing, industrial, or operational technology environments is preferred
Demonstrated expertise in leading and supporting round-the-clock mission-critical business operations
Demonstrated ability to lead service delivery operations and drive service excellence within a fast-paced environment
Strong troubleshooting, problem solving, analytical thinking, and root cause analysis skills
Ability to manage competing priorities and drive initiatives through completion with minimal supervision
Excellent communication, stakeholder management, and customer engagement capabilities
Proven experience collaborating across technical and business functions to resolve issues and deliver outcomes
Experience leading, mentoring, or coordinating technical teams in a formal or informal leadership capacity
Strong organizational, planning, and performance management skills
Experience using metrics, reporting, and trend analysis to improve service performance and operational efficiency
Telecom and collaboration platforms
Strong problem-solving and root cause analysis capabilities
5+ years of progressive experience in IT support, infrastructure support, or service delivery operations
Previous experience serving as a Technical Lead, Team Lead, Service Delivery Lead, or similar role preferred
Experience supporting multi-site operations and distributed user environments preferred

Your Education

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Relevant professional experience and industry certifications may be considered in lieu of a degree

We are CMC, a Fortune 500® company at the leading edge of our industry. Our construction reinforcement and steel products have supported construction projects and structures around the world. The secret to our success? We’ve built our legacy by assembling a team of innovators and doers to tackle some of the most challenging construction reinforcement problems facing our world for more than 100 years — and we’re just getting started.

If you’re ready to join a team working to make our industry more sustainable, support the bridges, roadways, buildings and infrastructure that connects our communities, and do meaningful work, you’re ready to join CMC. Apply today and start moving your career — and our world — forward. Let's build a better world!

CMC is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, physical or mental disability, national origin, citizenship, military or veteran status, sexual orientation, gender identity and/or expression, genetic information, or other status protected by federal, state or local law.

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