Regional IT Service Desk Leader – NA & LATAM

Siemens Energy; Santiago de Querétaro; Presencial; MXN 1.525.000 - 2.203.000; Jornada completa

Descripción de la vacante

Siemens Energy is seeking a Regional Service Delivery Manager for Service Desk to ensure high-quality IT support across North America and LATAM. You will act as the regional escalation contact, represent IT to the business and users, and collaborate with the Global Service Desk Manager to ensure transparent, timely support for Siemens Energy employees.

You will monitor performance, drive continuous improvement, support Major Incident management, and ensure IT standards, security, SLAs, and KPIs

Formación

• 7–9 years of total professional experience in IT service delivery or service management.
• Strong knowledge of ITIL practices: Incident, Change, Problem, Major Incident, Knowledge.
• Hands-on experience with ServiceNow, SLAs/KPIs, governance, and service desk deliverables.
• Excellent stakeholder management, negotiation, escalation and de‑escalation skills.

Responsabilidades

• Ensure regional Service Desk delivery with SLA/KPI performance and user satisfaction.
• Act as regional escalation point for North America and LATAM and coordinate resolutions.
• Oversee Major Incident activities and communicate with business stakeholders during issues.
• Collaborate with global Service Desk leadership, local IT providers and regional IT teams.

Conocimientos

Stakeholder management

Communication

Negotiation

Educación

Bachelor’s or Master’s in Computer Science/Information Technology/Service Management

Herramientas

ServiceNow

Descripción del empleo

Siemens Energy is seeking a Regional Service Delivery Manager for Service Desk to ensure high-quality IT support across North America and LATAM. You will act as the regional escalation contact, represent IT to the business and users, and collaborate with the Global Service Desk Manager to ensure transparent, timely support for Siemens Energy employees.

You will monitor performance, drive continuous improvement, support Major Incident management, and ensure IT standards, security, SLAs, and KPIs