Regional Delivery Lead — North America

Culligan•Rosemont, IL

2d•Onsite

About The Position

The Regional Delivery Lead — North America leads end-user service delivery across the North America region (United States and Canada), accountable for service quality, regional service performance, and the line-management of the North America service-management team. The role is a direct report to the Global Head of Service Delivery & Operations, providing the regional service-management layer for North America. The role serves as the senior service relationship for regional business stakeholders, leads day-to-day operational service governance, and runs major-incident command at regional level (escalating to the Global Head of SD&O for global Sev-1).

Requirements

8–12 years in IT service delivery, end-user services or IT operations, including 3+ years line-managing a service-management or desktop / EUC team in a multi-site enterprise
Experience of service-delivery transformation and governing external service partners is strongly preferred.
Bachelor's degree in IT, computer science, business or a related field, or equivalent practical experience
ITIL v4 Foundation required
ITIL Managing Professional (or equivalent) desirable.
ITSM lifecycle (incident, problem, change, request and service-catalogue management), SLA / XLA management, major-incident command, and end-user computing operations
Exposure to M&A / Day-1 service integration is an advantage.
Senior stakeholder management up to executive level
Able to translate service performance into business language
Proven leadership of distributed and transitioning teams
Sound judgement and decisiveness under pressure
Strong cross-functional collaboration with platform, security and network teams.
Based at Rosemont, Chicago, able to travel across the North America region as required.

Responsibilities

Lead end-user service delivery across the North America region (US and Canada) — assuring SLA / XLA performance and operational health across the regional service estate.
Operate the regional people line — line-manage the North America service-management team, comprising the US service-management / EUC team and its team manager and the US integration function; support the evolution of the regional service-delivery model in line with the global operating model; and partner with HR on capability development and engagement.
Lead regional major-incident command for user-impacting events; escalate dual-scope or global incidents to the Global Head of Service Delivery & Operations per the published Sev-1 playbook; coordinate the regional handover playbook with SecOps & Network.
Operate the regional implementation of the global service operating model — service catalogue adoption, SLA / XLA framework, change management, problem management, and continual service improvement.
Act as the regional IT business partner for North America — own the senior service relationships with regional business-unit leadership, country and functional heads, and regional CIO peers; translate service performance into business outcomes, actively manage regional demand, and represent the voice of the North America business into the global function.
Own regional project intake and business-requirements capture for the North America Infrastructure, SecOps, and Operations teams — translating regional business demand into structured requirements and routing it into the global delivery pipeline.
Hold regional accountability for M&A IT operational integration in North America — lead Day-1 service readiness and cutover, onboard acquired sites into the regional service model, deliver the integration playbook against the global M&A standard, and report integration progress and risk into the global function.
Partner with peer pillars on regional touchpoints — Platform & Automation on regional platform performance and automation adoption; SecOps & Network on regional network operations, regional security incidents, and regional adoption of the secure-access network architecture.