Job Description:The IT Service Delivery Manager - Americas is accountable for the end-to-end delivery, performance, and continuous improvement of IT end-user, workplace services, and related technology support across North and South America in support of mission-critical, safety-sensitive aviation operations.
This role acts as a senior operational leader within Infrastructure & Operations, partnering closely with peer I&O managers (Endpoint, Identity, Network, Cloud, Security) to ensure service consistency, operational resilience, and alignment to modern workplace and endpoint strategies.
The Service Delivery Manager owns service quality, user experience, lifecycle execution, and vendor performance, while driving modernization of the endpoint environment, standardized support processes, and metrics-driven continuous improvement.
PRINCIPAL RESPONSIBILITIES:Service Delivery & Regional Operations Leadership- 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.
PERSON SPECIFICATION: (minimum education requirements, key skills and experience)
Qualifications:- Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
Experience:- 5+ years in IT service delivery or IT operations leadership, including regional or global environments and third-party providers
Skills:- Service ownership mindset
- Strong knowledge of ITIL framework
- Strong documentation, analytical, and stakeholder communication skills.
- Comfortable operating in regulated, mission-critical operational environments.
- Ability to travel domestically & internationally
