DRS Engineering Service Delivery Leader

Company: Brinks
Location: Coppell
Posted on: March 24, 2026

Job Description:

Job Description Brinks Texas License C00550 About Brink's: The Brink's Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries. We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow. Job Description The DRS Engineering Service Delivery Leader is responsible for ensuring the seamless delivery of technology services that support product lifecycle management. This role bridges engineering teams and operational aspects of product technology service delivery to ensure service delivery meets business needs, customer expectations and performance standards. Top Key Responsibilities : Technology Service Management: Oversee the delivery of IT services supporting product platforms by establishing KPIs and SLAs and measuring service delivery against the same (execution, performance) Monitors service performance against established KPIs and SLAs and identifies areas of improvement based on outcomes with the goal of ensuring high-quality delivery. Owns critical incident management; serving as point of contact for service disrupting issues, engaging required resources to drive resolution, coordinates resolution efforts, and leads post-incident reviews. Partnering with VP engineering, establishes global support model for L2 and L3 support capability encompassing global coverage. Onboards new products and services to the established support model as they are introduced, participating in product launches and understanding product roadmaps to ensure proactive readiness in production (internal and external resources) Tracks engineering performance to established KPIs and SLAs to continuously assess and evaluate service effectiveness and opportunities for improvement Tracks and manages resource capacity to ensure technology service delivery commitments are met and identifies issues related to demand vs. capacity for proactive decisioning. Stakeholder Engagement: Maintain strong relationships with internal stakeholders and external clients. Understand customer needs and ensure services are tailored to meet expectations. Act as a liaison between product, engineering, and operations teams. Produces performance scorecards for executive management Technology Delivery Oversight: Resource capacity management Coordinates compliance and audit deliverables to ensure on-time execution and reporting. Establishes and validates go to production check lists to warranty zero issue releases. Required Skills: Strong understanding of IT service management (ITSM) and frameworks like ITIL. Experience defining, enabling and managing strategic SLAs and KPIs Excellent program level management and leadership skills. Ability to analyze complex problems and implement effective solutions. Familiarity with product development cycles and technology platforms. Strong communication and stakeholder management abilities (internal, external, executive levels) Experience with resource capacity management in a cross-functional environment Strong experience in managing technology service delivery at L2 and L3 levels Incident management experience to include resource engagement, driving resolution and post resolution assessments and recommendations. Multi-language capabilities a plus but not required. Qualifications: Bachelor's degree in computer science, Information Technology, Business, or related field. 5 years of experience in IT service delivery, preferably in a product-centric environment. Certifications in ITIL, PMP, or similar are a plus. What's Nex t? Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature. Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X. Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Keywords: Brinks, Irving , DRS Engineering Service Delivery Leader, IT / Software / Systems , Coppell, Texas