Manager-IT Service Center

We need to output HTML fragment with sections: About the role? The posting includes description paragraphs. We need to decide sections: maybe "About the role", "Responsibilities", "Qualifications", "Benefits", "Pay". Also maybe "Schedule"? Not present. So we include only sections with real content. We must not repeat job title as heading. Use

for each section heading. We need to preserve all substantive info, no boilerplate. Remove cookie/navigation/legal/EEO etc. The text includes "SSA Marine is an Equal Opportunity Employer" - that's EEO boilerplate, remove. Also "Benefits Eligible employees..." we keep benefits. We need to format lists with

• for any list of duties/requirements/benefits. We need to parse the posting into sections. Let's extract content: Overview: "The IT Service Center Manager (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization and operating under the LIFT (Live Insights & Frictionless Technology) model. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States. The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences." That's about the role. Then there are subheadings in the text: "Service Delivery & Operations", "Global Alignment & Continuous Improvement", "People Leadership", "Performance & Stakeholder Management", "Success Measures", "Qualifications", "Preferred", "Supervisory Responsibilities", "Work Environment", "Pay Range", "Benefits". We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can put responsibilities under "Responsibilities". Requirements under "Requirements". Qualifications under "Qualifications". Benefits under "Benefits". Pay under "Pay". Skills maybe under "Skills" (maybe combine with qualifications). But we need to avoid thin sections. We have a lot of responsibility bullets: we can list them. Let's extract responsibilities bullet points from the paragraphs under Service Delivery & Operations etc. Service Delivery & Operations: - Lead day-to-day operations of the North America Service Center, owning queue health, backlog, SLA attainment, and customer experience across Incident, Request, Knowledge, Asset, and Access processes. - Drive operational consistency through standardized workflows, governance, and coordination across Service Center/Deskside, Infrastructure, Applications, and Security teams. - Act as the primary regional escalation point for critical operational issues and lead readiness for organizational changes, acquisitions, and major transitions. Global Alignment & Continuous Improvement: - Partner with the LATAM IT Service Center Manager to balance workload and coverage across regions, advancing shared queue ownership and globally standardized practices. - Reduce reactive demand through automation, self-service, AI-enabled support tools, and DEX insights, and lead Problem Management to eliminate recurring friction. - Partner with Quality & Engagement to improve service consistency, communications, knowledge quality, and customer sentiment. People Leadership: - Lead, develop, and manage Service Center staff through hiring, coaching, performance management, and succession planning—building leadership capability to support future team-based service ownership. - Foster a culture of accountability, customer-centricity, and continuous improvement. Performance & Stakeholder Management: - Establish and manage operational KPIs, dashboards, and business reviews; monitor trends in incidents, escalations, and customer feedback. - Communicate performance, risks, and improvement opportunities to leadership, and represent the Service Center in governance and transformation forums. - Build strong relationships with business leaders, IT teams, and operational stakeholders, serving as a trusted advisor on support operations, employee experience, and service delivery strategy. Success Measures: - Customer satisfaction and experience metrics. - SLA attainment, first contact resolution, and reduced escalation rates. - Reduction in recurring incidents, paired with increased automation, self-service, and Virtual Agent adoption. - Employee engagement, workforce capability, and demonstrated progress toward the future operating model. We could combine Success Measures as part of responsibilities or separate? Could be under Responsibilities as metrics. But we have limited headings; maybe we can put Success Measures under Responsibilities as part of responsibilities. Qualifications: Required and Preferred. Required: - Associate degree in Information Technology, Business, or related field, or equivalent experience. - 7+ years in IT support, service delivery, or service management. - 5+ years leading technical support teams, including multi-location or distributed teams. - Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and working within ITIL-aligned service management environments. - Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model). - Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs. - Confident executive communicator, skilled in stakeholder engagement and presentation. - Highly skilled in coaching, mentoring, and developing team members. - Hands-on background with ServiceNow or a comparable enterprise ITSM platform. Preferred: - Bachelor's degree in Information Technology, Business, or related field. - ITIL v4 Foundation certification or higher. - Familiarity with DEX platforms, Virtual Agent technologies, automation programs, and AI-enabled support solutions. Supervisory Responsibilities: Yes (maybe not needed as heading). Work Environment: climate-controlled office, exposure to computer screens, moderate noise. Not required heading. Pay Range: $125,000 - 140,000 per year. Note about variation. Benefits: medical, dental, vision insurance, basic life and accidental death insurance, paid disability insurance, paid parental leave if eligible, Employee Assistance Program, paid sick and vacation time, company holidays if eligible, paid bereavement leave, paid jury duty, 401k plan, retirement plan, discretionary and/or metric-based bonuses. We need to output HTML fragment with sections: About the role (maybe as

  About the role

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  ... ), Responsibilities (

  Responsibilities

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  • ...), Qualifications (

    Qualifications

    then maybe split Required and Preferred as sublists? Could do two
    under same heading or separate headings? But only allowed headings list includes Qualifications; we can include both required and preferred under that heading, maybe separate
    with headings inside? Could use but not heading. Probably okay to have two lists. Benefits (

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    ). Pay (

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    ). We should not include Schedule. We must not include filler like "commensurate with experience". Not present. We must not repeat job title as heading. We must not include Job ID etc. We must preserve all substantive info. Let's craft. First, About the role paragraph: combine the overview paragraphs into one

    . Might be long but okay. Responsibilities: list all bullet points from the sections. Qualifications: list required and preferred. Benefits: list. Pay: note range and variation. Check for any duplicated lines: we should avoid repeating same content. Let's write. HTML:

    About the role

    The IT Service Center Manager (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization and operating under the LIFT (Live Insights & Frictionless Technology) model. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States. The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences.

    Responsibilities

    • Lead day-to-day operations of the North America Service Center, owning queue health, backlog, SLA attainment, and customer experience across Incident, Request, Knowledge, Asset, and Access processes.
    • Drive operational consistency through standardized workflows, governance, and coordination across Service Center/Deskside, Infrastructure, Applications, and Security teams.
    • Act as the primary regional escalation point for critical operational issues and lead readiness for organizational changes, acquisitions, and major transitions.
    • Partner with the LATAM IT Service Center Manager to balance workload and coverage across regions, advancing shared queue ownership and globally standardized practices.
    • Reduce reactive demand through automation, self-service, AI-enabled support tools, and DEX insights, and lead Problem Management to eliminate recurring friction.
    • Partner with Quality & Engagement to improve service consistency, communications, knowledge quality, and customer sentiment.
    • Lead, develop, and manage Service Center staff through hiring, coaching, performance management, and succession planning—building leadership capability to support future team-based service ownership.
    • Foster a culture of accountability, customer-centricity, and continuous improvement.
    • Establish and manage operational KPIs, dashboards, and business reviews; monitor trends in incidents, escalations, and customer feedback.
    • Communicate performance, risks, and improvement opportunities to leadership, and represent the Service Center in governance and transformation forums.
    • Build strong relationships with business leaders, IT teams, and operational stakeholders, serving as a trusted advisor on support operations, employee experience, and service delivery strategy.
    • Customer satisfaction and experience metrics.
    • SLA attainment, first contact resolution, and reduced escalation rates.
    • Reduction in recurring incidents, paired with increased automation, self-service, and Virtual Agent adoption.
    • Employee engagement, workforce capability, and demonstrated progress toward the future operating model.

    Qualifications

    Required

    • Associate degree in Information Technology, Business, or related field, or equivalent experience.
    • 7+ years in IT support, service delivery, or service management.
    • 5+ years leading technical support teams, including multi-location or distributed teams.
    • Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and working within ITIL-aligned service management environments.
    • Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model).
    • Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs.
    • Confident executive communicator, skilled in stakeholder engagement and presentation.
    • Highly skilled in coaching, mentoring, and developing team members.
    • Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

    Preferred

    • Bachelor's degree in Information Technology, Business, or related field.
    • ITIL v4 Foundation certification or higher.
    • Familiarity with DEX platforms, Virtual Agent technologies, automation programs, and AI-enabled support solutions.

    Benefits