IT Service Delivery Manager – Americas

Principal Responsibilities

• Own regional delivery of Service Delivery team, field support, and site IT services across the Americas.
• Serve as the primary escalation point for service delivery failures and user‑impacting operational risk.
• Partner with global Service Delivery peers to maintain consistent standards, tooling, and service experience.
• Build strong working relationships with regional business leaders and operational stakeholders.
• Assist with the gathering of IT technical requirements for new initiatives

Endpoint & Modern Workplace Operations

• Own operational delivery of the enterprise endpoint environment, including Windows, iPads, mobile devices, peripheral, and related systems.
• Partner with Endpoint Engineering to support Intune, Autopilot, SCCM, and cloud‑managed device strategies.
• Ensure execution of hardware refresh, patching, encryption, configuration compliance, and software lifecycle standards.

ITSM, Metrics & Continuous Improvement

• Own ITIL‑aligned service management processes including Incident, Request, Problem, Change, and Knowledge Management.
• Use service metrics, KPIs, and customer experience data to identify trends, root causes, and improvement initiatives.
• Drive repeatable, documented, and auditable service workflows.
• Support audits by maintaining service documentation, metrics, and operational evidence.

Vendor & Partner Governance

• Manage managed service providers and regional field support partners.
• Conduct service reviews, track SLA performance, and lead remediation and improvement plans.
• Partner with Procurement and I&O leadership on vendor lifecycle decisions and cost optimization.