Support Lead, Americas

Dyson•Chicago, IL

2d•Onsite

About The Position

The Support Lead, Americas is responsible for the governance, coordination, operation, and continual improvement of Dyson's global service operations capability. The role works across Service Desk, Infrastructure, Applications, Security, Data, Regional IT, Engineering teams, and strategic suppliers to ensure operational services remain available and aligned to business objectives. The position plays a leading role in the evolution of ITSMO towards a modern AI-enabled operating model, embedding automation, predictive analytics, observability, and intelligent service management capabilities throughout operational processes. The role supports a follow-the-sun, 24x7 operating model and may require participation in on-call arrangements or coverage during peak periods, weekends, and public holidays. The Support Lead is part of the Group IT team, which provides process and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business.

Requirements

5+ years of global enterprise accountability in: IT Service Operations.
Major Incident Management.
Incident, Problem, Change, and Request Management.
Service Integration and Management (SIAM).
Supplier and vendor management.
Operational governance and risk management.
Enterprise service management.
IT operations transformation.
ServiceNow and IT service management tooling.
Global technology support environments.
AI-enabled service operations and automation initiatives.
Strong operational leadership capability.
Deep knowledge of ITIL service management practices.
Experience leading major incident response activities.
Strong understanding of service integration principles.
Good understanding of AIOps, observability, and operational analytics.
Strong stakeholder and supplier management skills.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Ability to influence without direct authority.
Strong risk management and control mindset.
Ability to remain effective and make sound decisions under pressure.

Nice To Haves

ITIL Foundation or higher.
SIAM Foundation or SIAM Professional.
ServiceNow certification.
Experience with ServiceNow AI capabilities.
Experience with observability, monitoring, or event management platforms.
Experience leading global operational teams.
Experience implementing automation and AIOps solutions.

Responsibilities

Ensure Dyson's most business-critical services remain stable, available, performant, and fully supported throughout periods of exceptional business demand, minimizing operational risk and protecting revenue, employee productivity, and customer experience.
Maintain governance across service operations activities.
Ensure operational risks are identified, owned, and managed.
Coordinate cross-functional operational decision-making.
Act as a senior escalation point for service issues and complaints.
Drive operational consistency across internal and partner support functions.
Promote operational excellence, clear ownership, and accountability.
Ensure rapid and controlled restoration of business services during operational disruption.
Coordinate major incident management activities.
Lead multi-team and multi-supplier service recovery efforts during critical incidents.
Facilitate timely stakeholder communication during outages.
Ensure incident ownership remains clear throughout restoration.
Validate restoration actions, workarounds, and recovery plans.
Drive post-incident reviews, learning, and remediation.
Maintain clear visibility and control of operational performance.
Monitor service performance, availability, and operational health.
Review key performance indicators and service-level performance.
Identify service degradation, recurring failure, and demand trends.
Coordinate proactive remediation activities.
Produce operational reporting, insights, and management information.
Support executive and business service reviews.
Drive adoption of automation and AI capabilities across service operations.
Define and prioritize an operational automation pipeline.
Support implementation and operationalization of AIOps capabilities.
Expand self-service, virtual agent, and knowledge automation adoption.
Drive ticket eradication, deflection, and shift-left opportunities.
Support automated remediation and intelligent workflow initiatives.
Measure automation effectiveness, value realization, and operational risk.
Ensure operational processes remain effective, controlled, and compliant.
Govern Incident Management execution and process exceptions.
Drive effective Problem Management and root-cause follow-through.
Support production Change Management decisions and operational acceptance.
Ensure Service Request fulfilment remains efficient and user-focused.
Identify process compliance issues and control gaps.
Drive process maturity and continual improvement.
Ensure internal teams and suppliers collaborate effectively to deliver end-to-end service outcomes.
Coordinate operational supplier activities and dependencies.
Facilitate multi-supplier service restoration and decision-making.
Challenge supplier performance, ownership, and behaviours where required.
Support operational governance and performance reviews.
Escalate material supplier risks and service concerns.
Promote end-to-end service accountability across the delivery ecosystem.
Drive ongoing improvement of service operations capabilities.
Identify service improvement opportunities using operational data and user insight.
Analyze performance, incident, problem, event, and demand trends.
Drive implementation and tracking of improvement initiatives.
Promote predictive analytics, observability, and proactive operations.
Support operational transformation programmes and new service introductions.
Benchmark capabilities against leading industry practice.
Lead day-to-day service operations activities.
Coordinate major incident management and service recovery.
Govern Incident, Problem, Change, and Request processes.
Manage operational escalations and process exceptions.
Drive operational automation, AIOps, and AI initiatives.
Produce operational reporting and actionable insights.
Manage operational supplier performance and integration.
Facilitate service reviews and governance forums.
Support business-critical service continuity and resilience requirements.
Drive operational excellence across global support functions.
Promote continual improvement and service optimisation.

Benefits

401K with up to a 4% match
Company paid Life Insurance and AD&D
Flexible Savings Account (FSA) and Health Savings Account (HSA)
Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
Pre-tax Commuter Benefits (applicable areas only)
Generous Child Care Leave Program
Wellness Program
Employee Assistance Program
Dyson Product Discounts
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability