Service Delivery Manager- Americas
HybridLewisville, Texas, United States
Job Summary
Build and maintain strong relationships with divisional leadership and key business stakeholders to manage expectations and communicate service performance clearly. Drive global process harmonization by adopting IT standards across assigned divisions while collaborating with technical leads on capacity planning for critical services. Proactively identify operational risks, oversee demand intake, and ensure adherence to defined SLAs and OLAs across all service towers. Serve as the escalation point for high-priority incidents, leading root cause analysis and implementing permanent corrective actions to prevent recurrence. Champion continuous service improvement initiatives to optimize efficiency and reduce costs, while overseeing service budgeting and vendor performance against contractual obligations.
Required Qualifications
- Bachelor's degree in a relevant field (e.g. Engineering, Computer Science) or equivalent experience
- Minimum 7+ years of progressive experience in IT Service Management or Service Delivery, preferably in a multinational or globally distributed environment
- Demonstrable track record of successfully managing complex, high-priority escalations and maintaining high client satisfaction scores
- Proficiency with modern IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Helix) and processes
- Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical stakeholders
- Strong cross-cultural communication and influence skills. Ability to manage without direct authority across various geographies
- Excellent analytical and problem-solving skills, with the ability to resolve complex operational issues
Desired Qualifications
- Strong background in the ITIL framework, with ITIL 4 Foundation certification highly preferred
- Proven experience supporting a manufacturing, logistics, or highly technical industrial environment is a significant advantage
- Familiarity with IT governance and compliance frameworks such as ISO 27001, PCI-DSS and related standards is a plus
- Creative thinker with a proactive, can-do attitude and a service-oriented mindset
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