IM Manager

Nouryon; Ciudad de México; On-site; MXN 1,000,000 - 2,000,000; Full time

Job summary

Nouryon seeks an IT Services Regional Manager to lead site support and help desk operations across the Americas from its Mexico City SSC. You will manage a distributed team, ensure SLA compliance, and partner with the India SSC lead to deliver follow-the-sun support for enterprise systems.

You will be based in Mexico City with regular travel across the Americas and a focus on high availability, budget ownership, and stakeholder engagement in a fast-paced global environment.

Qualifications

• 8+ years in IT support/service operations with senior leadership experience.

Responsibilities

• Lead regional IT site support and help desk operations across the Americas.

Skills

Team leadership

Stakeholder management

Multi-country leadership

Incident management

Executive presence

Data-driven decisions

Project management

ITIL v4

Education

Bachelor’s in IT / CS

Master’s degree (plus)

Tools

ServiceNow

Jira Service Management

Zendesk

Active Directory

Job description

IT Services Regional Manager – Site Support & Help Desk Services

Lead our regional IT service delivery and empower our Shared Services Center: Drive operational excellence, cross-border leadership, and high-touch support across the Americas.

At Nouryon, our global team takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.

We are looking for an experienced IT Services Regional Manager to lead regional IT site support and help desk operations across the Americas, acting as the senior on-site IT leader for our Mexico City Shared Services Center (SSC).

About the job

Based in Mexico City, you will ensure reliable IT service delivery across multiple countries, manage a distributed team of technicians and help desk staff, and partner with the India IT Shared Services Center lead to deliver follow-the-sun support for Nouryon enterprise systems.

In your future role as IT Services Regional Manager you will:

• Lead Team Management: Manage, mentor, and develop site support technicians, help desk analysts, and team leads across the Americas, ensuring multi-time-zone shift coverage.
• Provide SSC IT Site Leadership: Serve as the senior on-site IT leader and primary escalation point for the Mexico City SSC, ensuring high availability aligned with business-critical cycles.
• Oversee Service Delivery & Operations: Monitor help desk and on-site support operations, ensure SLA compliance, manage major incidents, and oversee hardware lifecycle management.
• Drive Process Improvement: Standardize processes across sites using ITIL/ITSM best practices and automate workflows to align with global IT-Digital Operations standards.
• Manage Stakeholders & Budgets: Track regional KPIs (SLA, CSAT, resolution time), act as the primary IT contact for site leadership, and own the Americas IT support budget.
• Handle Strategic Projects: Coordinate IT support for site expansions, relocations, and transformations while navigating country-specific labor and procurement rules.

Education

Bachelor's degree in IT, Computer Science, or related field (Master's degree is a plus for Director level).

Experience

8+ years in IT support/service operations with 4+ years in management (Director level typically requires 10+ years and prior multi-country leadership at scale).

Domain Knowledge

Proven leadership of distributed, multi-site/multi-country IT teams, ideally supporting a Shared Services Center or high-availability back-office operation.

Technical & Framework Skills

Strong knowledge of ticketing systems (ServiceNow, Jira Service Management, Zendesk), desktop OS, Active Directory, and ITIL framework experience.

Language

Bilingual English/Spanish required with business-level fluency (Portuguese is a plus).

Nice to Have

Multi-country budget and vendor contract management experience. ITIL v4 Foundation certification or higher. Project management certifications (PMP) or prior exposure to executive stakeholders.

We believe you are

• A cross-cultural leader with strong executive presence and the ability to mentor and develop distributed teams.
• A trusted business partner who acts as an advisor rather than just a support manager.
• A data-driven decision-maker capable of handling crisis and incident management across time zones with high adaptability.

We offer you

At Nouryon, we offer meaningful work, friendly coworkers, and benefits that go beyond salary. You will join an international and inclusive environment that provides continuous learning opportunities and the chance to make a regional impact from day one.

This is a permanent, full-time position based in Mexico City, Mexico (hub location), reporting to the VP of IT-Digital Operations. This opportunity requires regular travel across the Americas (25%-50%, including international travel).

About Nouryon

We're looking for tomorrow's Changemakers, today. #WeAreNouryon #GrowWithUs (#LI-Onsite)