Global Service Delivery Lead - AI & Knowledge Ops

Cessna Aircraft Company; Fort Worth (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Textron seeks a mid-career Service Delivery Lead to coordinate global service desk delivery, knowledge management, and AI automation. You will guide priorities, manage escalations, maintain knowledge bases, and improve support across voice, chat, and self-service with an emphasis on responsible AI and human oversight.

The role involves coordinating with enterprise IT teams, vendors, and cross-functional groups, with potential for growth into people management and leadership roles.

Qualifications

• Bachelor's degree required or equivalent training and experience.
• 4+ years in IT support, service desk operations, IT service management, customer support, supplier management, analytics, or process improvement.
• Familiarity with incident, request, problem, change, knowledge, and continual improvement practices; ITIL Foundation preferred.

Responsibilities

• Lead day-to-day service delivery coordination across regional service desks and enterprise IT teams.
• Build trusted relationships with service desk managers, agents, and business stakeholders.
• Lead governance reviews; set agendas, decisions, and actions; drive timely closure.

Skills

IT service management

Vendor management

Analytics

AI automation

Knowledge management

Service desk

ITIL Foundation

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

Job description

Textron seeks a mid-career Service Delivery Lead to coordinate global service desk delivery, knowledge management, and AI automation. You will guide priorities, manage escalations, maintain knowledge bases, and improve support across voice, chat, and self-service with an emphasis on responsible AI and human oversight.

The role involves coordinating with enterprise IT teams, vendors, and cross-functional groups, with potential for growth into people management and leadership roles.