Rheem

The IT Service Delivery Manager will be responsible for leading and optimizing the delivery of high-quality IT services. This role is ideal for someone passionate about process improvement, service excellence, and cross-functional collaboration.

This position will serve our Rheem Enterprise Division located in Atlanta, GA.

IT Service Management

• Oversee the full lifecycle of IT service tickets using ServiceNow.
• Lead the design and optimization of ITSM processes (Incident, Change, Problem, Request).
• Optimize the design of ServiceNow configurations, workflows, and integrations.
• Drive Problem Management and Major Incident Management processes.

Stakeholder Engagement

• Act as the primary IT liaison for business units.
• Conduct regular service reviews and communicate IT updates.
• Translate business needs into actionable IT service improvements.

Continuous Improvement & Reporting

• Promote a “shift left” approach to streamline IT support.
• Develop and present service performance dashboards and reports.
• Monitor and improve SLAs, customer satisfaction, and operational KPIs.
• Bachelor’s degree in Computer Engineering, Information Systems Management, Information Technology, or equivalent experience
• 7+ years of overall experience in IT Service Management, preferably in a manufacturing environment.
• A continuous improvement mindset, along with an innovative solution-first spirit and an ability to think creatively
• Hands-on experience with ServiceNow and ITSM best practices.
• ITIL Foundation certification required.
• Familiarity with MES, ERP, or plant-floor technologies.
• Knowledge of Lean or Six Sigma principles is a plus.
• Strong communication, leadership, and problem-solving skills.
• Strong written and verbal communications skills
• Strong, effective teamwork and collaboration skills
• Willingness to provide non-business hour support (remote and onsite) and participating in a rotating "on call" schedule
• Willingness to travel on company-related business to various Rheem locations, conferences, training, etc.

Preferred Qualifications:

• Master’s Degree in Information Technology, Computer Engineering, Information Management Systems, Business Administration, or related field
• Leadership experience and a passion for leading change
• IT General Certifications in Networking and Security
• Global manufacturing industry experience

#LI-Onsite

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day.

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.