Sr IT Service Delivery

Job description

**About The Role** You will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices. Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity. ---- What the Candidate Will Do ---- - Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth. - Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof. - Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality-not headcount. - Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives. - Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams. **Basic Qualifications** - 8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams. - Track record of driving operational transformation: shift-left programs, AI/automation adoption, or vendor-model redesigns at scale. - Deep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools). **Preferred Qualifications** - Hands-on experience with AI-driven service transformation: virtual-agent deflection, automated ticket resolution, or self-service portal rollouts. - PMP, PgMP, ITIL Expert, or Six Sigma certification. - Proficiency in SQL, Tableau, or advanced spreadsheet analysis for operational reporting and executive storytelling. - Experience with ITSM platform engineering, IT asset management tools, or procurement platforms. - Background managing large MSP relationships end to end: RFP processes, quarterly business reviews, and performance-based contracts. ~~ ~~