Sappi ยท 23 hours ago
IT Mill Service Delivery Manager
Skowhegan, ME
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expSappi is a leading company in the manufacturing sector, seeking a Mill IT Service Delivery Manager. This role is responsible for managing IT service delivery across multiple mill sites, ensuring reliable IT services and aligning technology with production needs while driving continuous improvement.
Paper ManufacturingProduct DesignRenewable EnergySustainability
Responsibilities
Act as the IT representative on the Mill Management Team, influencing decisions and supporting cross-functional projects
Implement and optimize IT service delivery across multiple sites, ensuring compliance with regional/global IT standards
Manage geographically dispersed IT teams and complex multi-site environments
Translate strategic IT initiatives into actionable improvements and monitor service quality using ITIL best practices
Lead on-site IT support teams, ensuring consistent service levels and resource planning
Oversee escalations and resolve high-impact incidents quickly to minimize downtime
Implement ITIL-based frameworks (Incident, Problem, Change, Request Management) and ensure KPIs/SLAs are met
Manage IT asset lifecycle and drive proactive maintenance and troubleshooting
Provide hands-on leadership and regular site visits to assess performance
Coordinate IT and OT teams for stable production environments
Oversee procurement of IT equipment and licenses
Serve on the Change Advisory Board for regional IT operations
Ensure compliance with global change management standards and documentation
Lead small to medium IT projects and support global technology deployments
Act as IT Business Partner for mill leadership, aligning IT services with business needs
Maintain strong relationships with regional/global IT teams and provide structured reporting on IT performance
Ensure adherence to security policies and governance frameworks
Manage CMDB updates, disaster recovery, and business continuity planning
Conduct risk assessments and manage vendor relationships for cost-effective service delivery
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field. Equivalent experience and certifications will be considered
8+ years of IT experience, with a strong background in IT service management, operations, or infrastructure
5+ years of IT management experience, managing IT service teams across multiple locations
ITIL Foundation required
Proven experience in managing IT service delivery in a manufacturing or industrial environment
Strong understanding of ITSM tools, vendor management, and IT governance frameworks
Excellent crisis management skills, with the ability to lead IT responses for critical business disruptions
Ability to manage multiple competing priorities across sites, ensuring effective IT support
Demonstrated success in leading service improvement initiatives and optimizing IT operations
Preferred
ITIL Intermediate or Expert certification preferred
Company
Sappi
Sappi focused on providing dissolving wood pulp, paper pulp and paper-based solutions to its direct and indirect customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-04-19Post Ipo Equity
1998-11-13IPO
Leadership Team
Michael Haws
President and CEO
James M.
Senior Manager, Strategic Partnerships
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