Regional Service Desk Delivery Lead (NA & LATAM)

Siemens Energy; Santiago de Querétaro; In loco; MXN 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

ITIL practices

ServiceNow

Stakeholder management

Communication skills

Vendor management

Formazione

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

Strumenti

ServiceNow

Descrizione del lavoro

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.