Role Overview and ResponsibilitiesIntroduction: The Senior Service Delivery Engineer US is responsible for leading high-quality IT service delivery while providing senior technical expertise and escalations across TT's US and North America environment. Based at the Perry site, the role will be the boots on the ground IT service delivery on site. The role acts as a technical authority, ensuring availability, performance, compliance, and continuous improvement of IT services aligned to business strategy, ITIL best practice, and TT's global standards.
Key Responsibilities:Technical Leadership & Escalation- Act as the senior technical escalation point for complex issues across servers, storage, networking, telecoms, virtualisation (VMware), Active Directory, and cloud platforms.
- Lead major incident resolution (P1/P2), including coordination across global teams and vendors.
- Own advanced troubleshooting and root-cause analysis, ensuring permanent fixes and knowledge sharing.
Service Delivery & Operations- Provide technical governance for incident, request, problem, change, and knowledge management in partnership with Service Delivery Managers.
- Manage T2/T3 tickets and ensure consistent SLA and SLO performance.
- Manage infrastructure lifecycle planning, including capacity forecasting, hardware refresh scheduling, and end-of-life risk mitigation.
- Ensure successful execution of all backup, replication, and disaster recovery procedures.
- Manage IT hardware and software inventory.
- Maintain accurate and current documentation.
- Contribute to infrastructure lifecycle planning and cost management, including hardware replacement and capacity forecasting.
- Participate in scheduled maintenance activities, including one designated weekend per month, to perform patching, upgrades, and infrastructure maintenance during production downtime.
Infrastructure & Architecture Support- Contribute to global standards, architecture decisions, and platform roadmaps.
- Support infrastructure modernisation projects (cloud migrations, network refresh, storage consolidation, etc.).
- Work with enterprise architecture, cybersecurity, and engineering teams on global initiatives.
Risk, Compliance & Security- Drive compliance with cybersecurity standards, internal audit, and regulatory requirements.
- Ensure controls related to access management, backup integrity, patch levels, and vulnerability remediation are met.
- Participate in risk assessments and support the development of remediation plans.
- Support cybersecurity operations by implementing security controls, responding to security alerts, and remediating vulnerabilities.
Continuous Improvement & Automation- Identify service improvement opportunities and lead delivery of enhancements.
- Contribute to automation initiatives (PowerShell, Intune, endpoint management, backup automation, etc.).
- Produce performance metrics and analysis for service improvement reviews.
Stakeholder Engagement & Leadership- Act as the primary IT interface for the site, ensuring alignment between business needs and IT services.
- Provide technical guidance and training to users and SDEs on hardware, software, and IT services.
- Mentor and develop junior engineers globally.
- Manage local vendor and partner relationships where required.
- Support project delivery, including planning, testing, implementation, and post-go-live support.
Safety is a core responsibility of this position. Team members are expected to perform all job duties in accordance with company safety policies, OSHA regulations, and established procedures. This includes wearing required personal protective equipment (PPE), participating in safety training, immediately reporting unsafe conditions or incidents, and stopping work when unsafe conditions exist. All employees are responsible for maintaining a safe, clean, and organized work environment and for actively contributing to the prevention of workplace injuries and accidents.This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or RefugeeThe Team Member is required to work overtime on as needed.
Location: 100 % onsite in Greater Cleveland, Ohio
Qualifications, Skills and AttributesDesirable Skills and Experience- Schedule: On site, 5 days a week, 8 hours per day.
- Minimum 5-10 years in infrastructure engineering or service delivery within a complex multisite environment.
- Accreditation in at least three technical areas: Networking, Azure/Microsoft, Backup, or Virtualisation.
- Previous experience in a team lead or supervisory role.
- ITIL Service Management accreditation.
- Advanced knowledge of Windows 11, Windows Server 2016+ and server/storage technologies.
- Office 365 / M365 including Exchange Online, Intune, Teams, SharePoint
- Strong customer-focused mindset with high levels of integrity.
- Excellent time-management skills and attention to detail.
- Team-oriented, logical, and process-driven approach.
- Ability to meet commitments and support continuous improvement within budgetary constraints.
- Preferable - experience working in a global, multinational environment.
