Global IT Service Delivery Manager

Insulet Corporation; Región Centro; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Insulet Corporation is seeking a Manager, Global IT Service Delivery to lead the strategy and maturity of the global service desk. You and your team will drive continuous service delivery optimization, process improvement, and a customer-centric IT culture across a global organization.

The role ensures SLA compliance, escalates technical issues, and partners with business units to align IT services with organizational goals.

Formación

• Bachelor’s degree or higher in a relevant field or equivalent.
• 6+ years IT support experience and 3 years in people management.
• Strong technical expertise in Windows/server support and endpoint management.
• Experience with enterprise environments and ITSM tools (ServiceNow, Jira Service Desk).
• ITIL v3/v4 certification is preferred.

Responsabilidades

• Set strategic direction for standardized global IT service desk processes and roles.
• Develop global IT service desk processes, technology, and roles for continuous service delivery excellence.
• Develop and implement a strategy for organizational excellence in ITSM services, procedures, and tools.
• Ensure SLA compliance and monitor KPIs with dashboards and analytics.
• Lead continual service improvement and process maturity with stakeholder engagement.
• Manage incident, problem, change, and asset management processes.

Conocimientos

Leadership of distributed teams

Communication and coaching

Analytical, data-driven decisioning

IT service delivery best practices

Educación

Bachelor’s degree or higher in a relevant field

6+ years IT support experience

3 years people manager experience

Herramientas

ServiceNow

Jira Service Desk

Microsoft Intune

JAMF

Microsoft 365

Descripción del empleo

Insulet Corporation is seeking a Manager, Global IT Service Delivery to lead the strategy and maturity of the global service desk. You and your team will drive continuous service delivery optimization, process improvement, and a customer-centric IT culture across a global organization.

The role ensures SLA compliance, escalates technical issues, and partners with business units to align IT services with organizational goals.