Global IT Service Delivery Leader

Sagility; El Paso (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Sagility is seeking an Associate Vice President (AVP) – IT Service Delivery to lead global IT Operations across the US, Jamaica, and Colombia. The role ensures end-user services, service desk, asset management, ITSM processes, and governance are delivered with excellence and aligned to business outcomes.

As a strategic leader, you will drive automation, workforce productivity, risk management, and service transformation while maintaining high customer satisfaction and operational performance

Qualifications

• 15+ years of progressive experience in IT Infrastructure and Service Delivery.
• Minimum 5+ years in senior leadership roles managing global teams.
• Extensive experience managing Service Desk, ITSM, IT Asset Management, and ServiceNow.
• Experience leading global transformation and operational excellence programs.
• ITIL v4 Managing Professional / Expert Certification preferred.

Responsibilities

• Lead and manage global IT Service Delivery operations across all supported geographies.
• Own end-to-end service delivery performance, customer experience, and operational excellence.
• Establish and monitor service delivery KPIs, SLAs, OLAs, and operational scorecards.
• Drive service consistency, process standardization, and governance across regions.
• Lead periodic service reviews with business leadership and executive stakeholders.

Skills

IT Infrastructure

Global Leadership

Service Delivery

ITSM

ServiceNow

Governance

Automation

Vendor Management

Education

Bachelor's Degree in Engineering, Computer Science, Information Systems, or related field

MBA

Tools

ServiceNow Platform

ITIL v4

Job description

Sagility is seeking an Associate Vice President (AVP) – IT Service Delivery to lead global IT Operations across the US, Jamaica, and Colombia. The role ensures end-user services, service desk, asset management, ITSM processes, and governance are delivered with excellence and aligned to business outcomes.

As a strategic leader, you will drive automation, workforce productivity, risk management, and service transformation while maintaining high customer satisfaction and operational performance