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IT Mill Service Delivery Manager

IT Mill Service Delivery Manager

Country:  United States
City:  Skowhegan
State:  Maine
Location:  Mill Somerset
Department:  Information Technology
Posting date:  Dec 17, 2025

Sappi North America
Sappi North America, headquartered in Boston with corporate offices in Portland, Maine, is a subsidiary of Sappi Limited, a global renewable resource company that uses every part of the tree to make sustainable woodfiber products. With over 12,000 employees and operations in seven countries, we serve customers worldwide. Our diversified businesses include Packaging, Speciality and Graphic Papers and Dissolving Pulp, offering premium products for various industries. From cosmetics packaging and food industry barrier papers to textiles and the clothes you wear, Sappi’s solutions are vital to the future of sustainable alternatives to plastic and other fossil fuel-based products. 

Sappi North America
Sappi North America, headquartered in Boston with corporate offices in Portland, Maine, is a subsidiary of Sappi Limited, a global renewable resource company that uses every part of the tree to make sustainable woodfiber products. With over 12,000 employees and operations in seven countries, we serve customers worldwide. Our diversified businesses include Packaging, Speciality and Graphic Papers and Dissolving Pulp, offering premium products for various industries. From cosmetics packaging and food industry barrier papers to textiles and the clothes you wear, Sappi’s solutions are vital to the future of sustainable alternatives to plastic and other fossil fuel-based products. 

Mill IT Service Delivery Manager

Role Overview:
A senior operational leader responsible for managing IT service delivery across multiple mill sites. This position represents IT within the Mill Management Team, ensuring reliable IT services, aligning technology with production needs, and driving continuous improvement.

Key Responsibilities

Service Delivery & Operational Leadership

  • 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.

Multi-Site IT Management

  • 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.

Team Leadership & Development

  • 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.

Change Management & Projects

  • 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.

Stakeholder Engagement

  • 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.

Risk Management & Compliance

  • 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.

Requirements

  • 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 Intermediate or Expert certification preferred (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.

Mill IT Service Delivery Manager

Role Overview:
A senior operational leader responsible for managing IT service delivery across multiple mill sites. This position represents IT within the Mill Management Team, ensuring reliable IT services, aligning technology with production needs, and driving continuous improvement.

Key Responsibilities

Service Delivery & Operational Leadership

  • 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.

Multi-Site IT Management

  • 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.

Team Leadership & Development

  • 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.

Change Management & Projects

  • 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.

Stakeholder Engagement

  • 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.

Risk Management & Compliance

  • 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.

Requirements

  • 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 Intermediate or Expert certification preferred (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.

Salary is determined by a number of factors including the value of the job to the organization, market forces, internal equity and skills brought to the job.

Sappi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Sappi complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary is determined by a number of factors including the value of the job to the organization, market forces, internal equity and skills brought to the job.

Sappi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Sappi complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ABOUT SAPPI

Sappi is a leading global provider of everyday materials made from woodfibre-based renewable resources. As a diversified, innovative and trusted leader focused on sustainable processes and products, we are building a more circular economy by making what we should, not just what we can.

HR Contact for Questions:
Name:  Bethany Kurlanska
Email:  Bethany.Kurlanska@sappi.com
Telephone number:  207-857-1008

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