IT Service Delivery Lead - North America
On-site · Monterrey, Nuevo León, Mexico
Job Summary
Senior IT leader accountable for end-to-end IT service delivery across the North America region, owning regional governance, incident/major-incident command, and alignment with global ITSM standards. Partners with regional business leadership to ensure high-quality user experience, drives ITIL-based processes, oversees regional L2 contact/support, and coordinates with Global PMO for large-scale projects requiring local rollout. Focus on regional service performance, SLA/XLAs, KPI tracking, cross-functional collaboration, and improving digital workplace tools while maintaining adherence to global standards.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (required)
- Master’s degree or MBA (preferred)
- ITIL (Foundation, Intermediate, or Expert)
- PMP or equivalent project/leadership certifications
- 5+ years of experience in IT operations, service delivery, or IT support leadership
- Prior experience managing regional or multi-site operations
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