Regional Service Delivery Manager for Service Desk

Siemens Energy; Santiago de Querétaro; Sur place; MXN 900 000 - 1 300 000; Plein temps

Résumé du poste

Siemens Energy in Mexico, Querétaro, is seeking a Regional Service Delivery Manager for Service Desk to ensure high-quality IT service delivery across North America and LATAM. You will act as the regional escalation contact for service delivery topics and represent IT to the regional business and users.

You will monitor performance, drive improvements, and work with the Global Service Desk Manager to ensure timely, transparent support for Siemens Energy employees and adherence to SLAs and KPIs.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT, Service Management, or equivalent.
• 7–9 years of experience in IT service delivery or service management, ideally in a global environment.
• Strong knowledge of ITIL practices: Incident, Change, Problem, Major Incident, Knowledge Management.
• Experience with ServiceNow, service assurance, vendor management, SLA/KPI governance, and Service Desk deliverables.

Responsabilités

• Ensure regional Service Desk delivery for North America and LATAM, monitoring SLAs and KPIs.
• Act as regional escalation point for service delivery topics and incident handling.
• Oversee Major Incident activities and coordinate communications with stakeholders.
• Analyze Service Desk performance and drive continuous service improvements.
• Collaborate with global Service Desk leadership, local IT providers, and regional teams.

Connaissances

ITIL practices

ServiceNow

Stakeholder management

Communication skills

Vendor management

Formation

Bachelor’s or Master’s degree in Computer Science, Information Technology, Service Management, or an equivalent field

Outils

ServiceNow

Description du poste

"We energize society" by supporting our customers to make the transition to a more sustainable world, based on innovative technologies and our ability to turn ideas into reality. With nearly 100,000 employees around the world, we shape the energy systems of today and tomorrow.

Regional Service Delivery Manager for Service Desk

About the Role

Job ID

301939

Location

Mexico

Queretaro

Company

Organization

EVP Global Functions

Business Unit

Digital Core

Full-time

Experience Level

Professional / Experienced

A Snapshot of Your Day

As Regional Service Delivery Manager for Service Desk, your day will focus on ensuring high-quality IT Service Desk delivery across North America and LATAM. You will act as the regional escalation contact for service delivery topics, represent IT to the regional business and users, and collaborate closely with the Global Service Desk Manager to ensure efficient, transparent, and timely support for Siemens Energy employees. You will monitor service performance, drive continuous improvement, support regional major incident management, and help ensure that IT standards, security expectations, SLAs, and KPIs are consistently met.

How You’ll Make an Impact

• Ensure agreed Service Desk delivery for the assigned region, monitoring performance against SLAs, KPIs, and local business expectations.
• Act as the regional escalation point for North America and LATAM, ensuring user complaints, enquiries, and escalations are recorded, handled, and resolved effectively.
• Oversee regional Major Incident activities and coordinate communication with business stakeholders during operational issues or service disruptions.
• Analyze Service Desk performance, collect regional input for improvement planning, and drive continuous service improvement initiatives across the region.
• Partner with global Service Desk leadership, local IT providers, On-Site Support teams, and business stakeholders to ensure consistent service delivery and business alignment.

What You Bring

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Service Management, or an equivalent field.
• 7-9 years of total professional experience in a similar IT service delivery or service management role, ideally within a global environment.
• Strong knowledge and hands-on experience with ITIL practices, including Incident Management, Change Management, Problem Management, Major Incident Management, and Knowledge Management.
• Strong experience working with ServiceNow, service assurance principles, vendor management, SLA/KPI governance, and Service Desk deliverables.
• Excellent stakeholder management, negotiation, mediation, escalation, and de-escalation skills, with the ability to act as a trusted SPoC for regional escalations.
• Strong communication, organization, prioritization, and relationship management skills, with a customer-focused mindset and the ability to work effectively under pressure.

Key areas of focus

• Regional Service Desk delivery, SLA/KPI performance, and user satisfaction
• Escalation management, Major Incident oversight, and business communication
• ITIL-based service management, ServiceNow usage, and continuous service improvement
• Vendor coordination, local service provider steering, and collaboration with global and regional IT teams

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. With ~100,000 dedicated employees in more than 90 countries, we develop the energy systems of the future, ensuring that the growing energy demand of the global community is met reliably and sustainably. The technologies created in our research departments and factories drive the energy transition and provide the base for one sixth of the world’s electricity generation.

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences.