Sr. Manager, Regional Service Delivery
About The Position
As the Sr. Manager, Regional Service Delivery (I&O) , you will lead infrastructure and operations service delivery across a defined region—supporting business offices, manufacturing plants, and warehouses. You will serve as the critical bridge between regional business stakeholders and Global Technology teams, ensuring that infrastructure and operations (I&O) services are reliable, scalable, secure, and aligned with business priorities. This role is accountable for service performance, stakeholder satisfaction, operational excellence, and cost optimization across the region. Success in this role requires strong business acumen, technical depth, and the ability to translate business needs into a superior service model that supports growth and transformation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 12+ years of IT experience, including:
- 5+ years in Infrastructure & Operations service delivery
- 3+ years in a leadership role within a global organization
- Experience leading IT infrastructure operations in a manufacturing or CPG environment
- Strong knowledge of ITSM maturity models and global technology standards
- Experience leveraging enterprise platforms (e.g., SAP, cloud modernization, monitoring tools, automation solutions)
- Experience setting up new offices and delivering modern workplace services
- Strong financial acumen with budget ownership experience
- Proven success improving service delivery performance and optimizing costs
- Experience managing vendor contracts and service agreements
- Knowledge of industry best practices including Cloud, AIOps, SRE, automation, and ITIL frameworks (certifications such as ITIL, PMP, Agile a plus)
- Exceptional communication skills with the ability to influence stakeholders at all levels
Responsibilities
- Business & Stakeholder Partnership Build trusted relationships with business stakeholders, regional leadership, and global technology teams
- Translate business requirements into actionable I&O strategies and execution plans
- Align regional technology roadmaps (quarterly and annual) to global I&O priorities
- Serve as the primary point of contact for business leaders on service performance, incidents, major changes, and new solution deployments
- Lead weekly and monthly steering committee reviews with regional technology leadership
- Service Delivery & Performance Own regional I&O service performance, ensuring visibility into KPIs, SLAs, and improvement plans
- Oversee the regional project portfolio, managing expectations around scope, timelines, cost, and delivery
- Champion continuous improvement initiatives to enhance service quality, efficiency, and cost effectiveness
- Conduct periodic business satisfaction surveys and drive NPS improvement plans
- Lead service transition activities for new offices, infrastructure upgrades, workplace technologies, and cloud adoption initiatives
- Team & Vendor Leadership Lead and develop a team of service delivery engineers and technical specialists supporting: End-user services (PCs, mobile devices, printers, meeting rooms) LAN/Wi-Fi connectivity Servers and infrastructure Cloud adoption and modernization
- Manage relationships with external vendors and service providers, ensuring contracted services meet agreed SLAs
- Negotiate service agreements and optimize vendor performance
- Risk, Compliance & Financial Management Identify and mitigate service delivery risks while ensuring compliance with regulatory and security standards
- Protect infrastructure and data through strong operational controls
- Develop and manage regional I&O budgets, driving cost optimization without compromising service quality
Benefits
- Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement.
- Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
