Americas IT Operations Lead: Incident & Service Delivery

OP Mobility

León

On-site

MXN 900,000 - 1,500,000

Full time

14 days+

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Job summary

OPmobility is seeking a seasoned Regional IS Operations Leader for AMER to oversee IT operations within the AMER region, coordinating with Global IS Operations and Central Services teams to ensure service stability and customer satisfaction.

The role requires strong ITSM knowledge, ERP/SAP familiarity, and experience managing SLAs/KPIs across regions. A focus on incident management, change coordination, and continuous improvement is essential.

Qualifications

Bachelor’s or master’s degree in information systems, Computer Science, or equivalent.
ITIL V3 or 4 certification (Service Operations or Service Management) preferred.
Project Management or Service Delivery Management certification (e.g., PMP, PRINCE2) is an advantage.
At least 6-8 years of IT Operations experience, including 3 years in service delivery management.
Proven experience managing SLAs and KPIs in a regional or global IS service context.
Demonstrated success in coordinating Build-to-Run transitions and operational readiness.
Strong understanding of IT Service Management (ITSM) processes: Incident, Problem, Change, and Release Management.
Familiarity with ERP (SAP), Integration platforms (EDI, Boomi), and Digital Solutions
Experience with monitoring and ticketing tools (ServiceNow, EasyVista, JIRA)

Responsibilities

Manage IS Operations service delivery within the AMER region, in coordination with Global IS Operations Leader and Central Services Teams, ensuring operational stability, performance, and customer satisfaction.
Act as the primary regional contact for major incident management, urgent standard change coordination, SLA/KPI tracking, and communication.
Manage the alignment of AMER regional operations with global governance and contributes to the Build-to-Run transition for projects and evolutions.
He/she promotes and supports the deployment of Group IS/IT policies, standards, and procedures at AMER level and drives operational excellence and continuous improvement of IT services delivered in the AMER region, identifyingrisks, bottlenecks, and improvement opportunities in operational processes.
Main activities: Support and Corrective maintenance: Oversee and manage major IS incidents impacting the AMER region, ensuring rapid response, escalation, and resolution.
Administration & Suppervision: Ensure AMER project and evolution handovers are executed following the Build-to-Run framework.
Standard Change Management: Manage urgent standard changes within the AMER region, ensuring risk assessment, coordination, and timely execution.
As a responsible company, OPmobility pays particular attention to diversity and equality within its teams and the Group commits to treat all job applications equally.