Global IT Operations Delivery Manager

Lockton•Overland Park, KS

About The Position

Lockton IT is transforming its operating model to provide consistent, high-quality IT operations services for all operating entities across the globe. This role leads global operations service delivery by partnering with regional IT teams, engineering pillars, and the global capability center to provide follow-the-sun support across three regions (APAC, EMEA, and the Americas). The Global IT Operations Delivery Manager ensures services are delivered to agreed outcomes—availability, performance, security, and customer experience—through strong governance, measurable SLAs/KPIs, and continual improvement. The Global IT Operations Delivery Manager reports to the SVP of Global Operations and is a key member of the global IT Operations leadership team. The role is accountable for end-to-end operational service delivery across assigned regions, ensuring alignment to Global Absolutes while accommodating validated regional differences. This includes owning the operational cadence (Work Management, CAB, Major Incident Management, Problem Management, service reviews), driving cross-team execution, and ensuring seamless 24/7/365 delivery across time zones in a multi-vendor, matrixed environment.

Requirements

10+ years of experience in IT operations and/or IT service delivery, with demonstrated accountability for service performance (availability, incident/problem/change outcomes, and customer experience).
5+ years of experience delivering services in a global, follow-the-sun environment, coordinating across time zones and cultures.
Ability to translate needs into operational service requirements and measurable outcomes (SLAs/KPIs), and to drive execution across a highly matrixed organization with a multi-vendor delivery model (including escalation and governance). Demonstrated ability to work autonomously to drive results.
Proven ability to build strong relationships with regional IT leaders, vendors, and executive stakeholders in a multi-cultural environment, and to influence without direct authority.
Strong bias for resolution; able to break down complex operational issues, work cross functionally to gain alignment and own outcomes even when multiple teams are involved.
Ability to travel within APAC, EMEA, and the Americas, as needed.
Customer-first service mindset with a bias for resolution (stability, performance, and user experience).
Ownership delivery leader who follows through, and drives closure on risks, issues, and follow through discipline.
Strong communicator who can synthesize complex operational topics for technical teams and senior stakeholders.
Cross functional influence, low-ego partner who works effectively across cultures, time zones, and a matrixed organization.
Persistent problem-solver creates urgency without being reckless; productively challenges delay and over-analysis
Comfortable operating in ambiguity and change; resilient under pressure, especially during major incidents and escalations.
Continuous improvement mindset identifies opportunities, standardizes ways of working, and drives automation where it improves service quality.
Practical Judgement knows when process adds value and when it becomes a hiding place

Nice To Haves

Experience leading service delivery in an outsourced/multi-vendor model including service integration, governance, and work management.
Excellent communication, negotiation, interpersonal and consultative skills to work effectively with vendors, clients, peers, and IT management and staff, across all levels of the organization.
Willing to be hands-on leader and capable of navigating internal networks to build consensus across teams.
Open-minded, self-starter with a passion to learn and drive solutions and/or resolution to problems.
Proven ability to drive change across an organization.

Responsibilities

Lead day-to-day global IT operations service delivery in partnership with the global capability center and in-country IT teams (L1 in-country, L2 global capability center, L3 vendor and/or Global Architecture), ensuring clear handoffs, quality outcomes, and consistent customer experience.
Own operational governance and service performance for global platforms (e.g., Microsoft 365, Azure, Network, Security, SD-WAN), including SLAs/OLAs, KPIs, operational reporting, and corrective actions. Ensure ITSM processes are implemented in alignment with Global Absolutes (Change/CAB, Major Incident Management, Problem Management) and drive continual improvement across all practices.
Partner with Information Security and engineering teams to ensure consistent patching, vulnerability remediation, and audit readiness worldwide. Coordinate participation in Business Continuity (BC) and Disaster Recovery (DR) planning and exercises, ensuring operational readiness and risk controls are embedded into service delivery.
Drive operational execution across regions by coordinating priorities, removing blockers, and aligning regional roadmaps to global strategy. Identify service delivery gaps and pain points, translate them into actionable improvement plans, and advocate for changes across regional leaders, engineering pillars, and the global capability center.
Ensure effective coordination between in-country service desks and the global capability center, including two-way communications, knowledge transfer, ticket quality standards, and timely escalation with the right level of detail.
Support operational financial management, including forecasting, budget tracking, and cost optimization for global operations services; partner with procurement and finance to align spend to outcomes and benefits.
Lead monthly/quarterly service reviews with the global capability center, regions and vendors, including performance reporting, customer satisfaction insights, risks/issues, and continual service improvement (CSI) plans.
Serve as an active member of IT Operations leadership, setting clear delivery expectations, removing blockers, and driving decisions and commitments required to meet service outcomes.
Build trusted relationships with regional IT leaders and business stakeholders; ensure transparent communication on performance, risk, and improvement roadmaps, and represent operational priorities in global forums.
Contribute to a multi-year global operations service strategy (people, process, partners, platforms) aligned to overall IT strategy and business growth.
Coach and motivate teams through a performance-and-outcomes mindset; promote operational delivery, documentation, and knowledge sharing to improve reliability and reduce recurring incidents.
Manage vendor and partner performance, including contract/SLA governance, escalation management, and service improvement commitments; ensure vendors deliver to agreed outcomes and operational standards.