Global IT Service Operations Lead – AI & Automation

Dyson GmbH; Chicago, Northern (IL, KY); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

401K

Life Insurance

FSA/HSA

PTO

Commuter Benefits

Child Care Leave

Wellness Program

Employee Assistance Program

Dyson Discounts

Healthcare Coverage

Job summary

Dyson is seeking a Support Lead, Americas to govern and optimize Dyson's global service operations across Service Desk, Infrastructure, Applications, Security, Data, and regional IT teams. The role emphasizes automation, predictive analytics, and an AI-enabled operating model with a follow-the-sun 24x7 capability.

You will lead peak readiness, governance, and major incident management while coordinating multiple suppliers and internal teams to protect revenue and customer experience.

Qualifications

• 5+ years of global enterprise IT service operations.
• Experience with Incident, Problem, Change and Request Management.
• Knowledge of Service Integration and Management (SIAM) and supplier management.
• Strong governance, risk management and operational analytics.

Responsibilities

• Lead day-to-day service operations activities.
• Govern Incident, Problem, Change and Request processes.
• Coordinate major incident management and service recovery.
• Drive operational automation, AIOps, and AI initiatives.
• Produce operational reporting and actionable insights.
• Manage supplier performance and service integration.

Skills

IT Service Operations

Incident management

Problem management

Service integration

Vendor management

Operational governance

AIOps / automation

Automation in operations

Tools

ServiceNow

Job description

Dyson is seeking a Support Lead, Americas to govern and optimize Dyson's global service operations across Service Desk, Infrastructure, Applications, Security, Data, and regional IT teams. The role emphasizes automation, predictive analytics, and an AI-enabled operating model with a follow-the-sun 24x7 capability.

You will lead peak readiness, governance, and major incident management while coordinating multiple suppliers and internal teams to protect revenue and customer experience.