Commercial Metals Company

IT Service Delivery Lead

Commercial Metals Company • $85K — $110K *
Martinsburg, WV 25404In-Person
Information Technology
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5+ years of experience in IT support or service delivery operations
  • Strong experience with end-user computing and ITSM platforms, preferably ServiceNow
  • Knowledge of Service Asset and Configuration Management principles
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
  • Experience supporting Microsoft technologies and collaboration platforms
  • Demonstrated leadership in managing operations for mission-critical environments
  • Strong problem-solving, analytical thinking, and communication skills

Responsibilities

  • Lead IT service delivery operations for assigned sites
  • Serve as technical lead for high-impact incidents, driving timely resolutions
  • Manage service performance via ITSM tools, focusing on SLA attainment and quality improvement
  • Drive incident, problem, and change management processes
  • Provide guidance and coaching to service delivery personnel
  • Partner with IT teams for seamless service integration
  • Oversee IT asset and configuration management processes
  • Support technology initiatives including upgrades and continuous improvements
  • Build relationships with business leadership to align priorities
  • Ensure compliance with IT policies, cybersecurity mandates, and audit controls
  • Leverage service metrics for continuous improvement
  • Participate in major incident management and on-call support
  • Travel up to 15% for business support across sites

Benefits

  • Opportunity to lead diverse IT projects and initiatives
  • Supportive environment encouraging growth in service delivery excellence
  • Exposure to both corporate and manufacturing environments
  • Chance to work closely with various IT and business functions
  • Access to professional development and technical training opportunities
Full Job Description
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

About Commercial Metals Company

Commercial Metals Company Careers

Join the dynamic team at Commercial Metals Company (CMC), a global leader in the manufacturing and recycling of metals, where innovation meets sustainability. At CMC, we offer a range of job opportunities that empower you to make a tangible impact on the world and our future.

Work You’ll Do

Embark on a career with Commercial Metals Company and be part of a team that’s dedicated to excellence and leadership in the industry. Our company thrives on diversity and is committed to creating an inclusive environment where all employees can flourish.

Innovate and Lead

At CMC, innovation is at the core of what we do. We are constantly seeking professionals who are ready to drive innovation and lead the industry towards sustainable practices. With CMC, you will work alongside top minds in the field to develop solutions that not only meet today’s demands but also anticipate the needs of tomorrow.

Career Growth and Development

We believe in nurturing the growth of our employees through professional development and leadership training programs. CMC offers a variety of career paths and resources to help you reach your full potential, including mentorship opportunities, workshops, and on-the-job training.

Join Our Team

Explore job opportunities at Commercial Metals Company and find a position that matches your skills and passions. We are hiring creative, curious, and motivated individuals who are ready to contribute to our team and grow their careers. Whether you’re looking for an entry-level position or a more senior role, CMC provides a platform for professional growth and innovation.

Internship Programs

Kickstart your career with a CMC internship. Our internships provide invaluable workplace experience and a chance to develop your skills in a real-world setting. Interns at CMC gain hands-on experience, working on projects that not only challenge them intellectually but also contribute to their professional growth.

Benefits and Culture

At CMC, we understand that our employees are our greatest asset. That’s why we offer competitive benefits to ensure the well-being of our team members and their families. From health and wellness programs to flexible working conditions, we strive to support our employees in every aspect of their lives.

Networking and Professional Development

Enhance your career through networking opportunities within CMC. Our employees have access to an extensive network of professionals and industry experts, which opens doors to new collaborations, ideas, and career opportunities. Engage in continuous learning and development to keep your skills sharp and your career moving forward.

Diversity and Inclusion

Diversity is the cornerstone of our success at Commercial Metals Company. We are committed to fostering an inclusive environment where every employee can thrive. Our diversity training programs are designed to educate and inspire our team, promoting an understanding of different perspectives and cultures.

Apply Now

Ready to take the next step in your career? Check out the latest job openings at Commercial Metals Company. Prepare your resume, sharpen your interview skills, and join a company that values growth, leadership, and innovation. Discover how your talents can make a difference at CMC.

Stay Connected

Keep up to date with the latest news, career tips, and job alerts from Commercial Metals Company. Join our community of driven professionals and see where your career can take you.

SEARCH COMMERCIAL METALS COMPANY JOBS

Join us at Commercial Metals Company, where your career is just as important to us as it is to you. Explore the possibilities today.
Learn more about Commercial Metals Company
Size
11,089 employees
Market Cap
$5.8 billion
Industry
Manufacturing & Automotive
Net Income
$260.2 million
Founded
1915
5 Year Trend
+18.3%
Revenue
$5.4 billion
NASDAQ
CMC
* Ladders Estimates

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