Global IT Service Operations Lead (Americas)

Dyson; Chicago (IL); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

401K with up to 4% match

Company paid Life Insurance

Dyson Product Discounts

Job summary

Dyson is seeking a Support Lead, Americas to govern and drive the global service operations capability. You will coordinate across Service Desk, Infrastructure, Applications, Security, Data, Regional IT, and suppliers to ensure services meet business objectives.

The role supports a 24x7 operating model, embeds automation and predictive analytics, and may require on-call coverage during peak periods and holidays. You will lead cross-functional service excellence for Dyson’s growth.

Qualifications

• Strong IT service operations leadership and governance.
• Deep knowledge of ITIL service management practices.
• Experience leading major incident response activities.
• Knowledge of SIAM and service integration.
• Knowledge of AI-enabled operations, observability, and automation.
• Strong stakeholder and supplier management skills.

Responsibilities

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

Skills

ITIL service management

Major incident management

Service integration

AIOps / AI-enabled operations

Stakeholder management

Operational analytics

Tools

ServiceNow

Job description

Dyson is seeking a Support Lead, Americas to govern and drive the global service operations capability. You will coordinate across Service Desk, Infrastructure, Applications, Security, Data, Regional IT, and suppliers to ensure services meet business objectives.

The role supports a 24x7 operating model, embeds automation and predictive analytics, and may require on-call coverage during peak periods and holidays. You will lead cross-functional service excellence for Dyson’s growth.