Position SummaryWe are seeking an experienced IT Service Delivery leader to oversee global Helpdesk, workplace technology, IT asset management, and service-provider operations across Mexico, EMEA, and APAC. This role will establish consistent global service standards, manage regional teams and vendors, and drive service quality, operational efficiency, and continuous improvement.
Key Responsibilities- Lead global IT service delivery, including intake, triage, escalation, resolution tracking, and coordination across regional Helpdesk teams.
- Lead and support regional operations teams across Mexico, EMEA, and APAC, including follow-the-sun coverage, staffing, cross-training, and escalation management.
- Own ITSM processes, including queue management, workflows, service catalogs, dashboards, SLAs, incident/request management, problem management, knowledge management, and continual improvement.
- Oversee end-user services including Microsoft 365, collaboration and conferencing tools, endpoints, software, access requests, onboarding/offboarding, replacements, and workplace technology.
- Own the global IT asset lifecycle from procurement and receiving through deployment, inventory, transfers, repairs, refresh, retirement, and secure disposition.
- Establish and maintain global asset standards, inventory controls, lifecycle processes, audit procedures, and reporting.
- Manage regional inventory, loaner pools, spare equipment, refresh planning, asset reconciliation, and data accuracy.
- Lead operational relationships with Helpdesk, workplace, endpoint, telecommunications, logistics, repair, and other IT service providers.
- Manage vendor performance against SLAs, contracts, service scope, costs, escalations, and business requirements.
- Partner with Security, Compliance, Finance, Procurement, HR, Infrastructure, and Business Applications on asset management, audits, access, licensing, security, and operational controls.
- Coordinate 24x7 support and escalation for critical business-service disruptions, including stakeholder communications, restoration tracking, and post-incident follow-up.
- Support disaster recovery, business continuity, security-response procedures, access reviews, audits, and user-impacting technology changes.
- Analyze service trends, recurring issues, root causes, and customer feedback to identify opportunities for automation, process improvement, and improved service reliability.
- Manage operating expenses, asset costs, vendor consumption, and project spending within approved budgets.
- Lead or support workplace, service-transition, telecommunications, infrastructure, and enterprise technology projects.
- Maintain strong relationships with manufacturing sites, regional leaders, technical teams, vendors, and business stakeholders.
Qualifications- 7+ years of experience in IT service delivery, IT operations, Helpdesk, workplace technology, or a related field.
- Experience leading distributed or global IT support teams across multiple regions and time zones.
- Strong ITSM and service-management experience, including SLAs, incident/problem management, service catalogs, and reporting.
- Experience with IT asset lifecycle management and inventory controls.
- Experience managing third-party IT service providers and vendor relationships.
- Experience supporting Microsoft 365, endpoint services, collaboration technologies, and workplace technology.
- Strong communication, organizational, problem-solving, and stakeholder-management skills.
- Experience managing budgets, operational metrics, and continuous-improvement initiatives.
- Ability to coordinate critical incidents, escalations, and 24x7 support operations.
