Hybrid NA IT Service Center Leader – AI-Driven Support

SSA Marine, Inc; Seattle (WA); Hybrid; USD 125,000 - 140,000; Full time

Job summary

SSA Marine, Inc. in Seattle seeks an IT Service Center Manager (North America) to lead the North America Service Center within the Global Service Desk, blending in-person and remote work. You will drive regional service delivery, workforce leadership, and continuous improvement across North America.

You will partner with multiple IT teams to ensure standardized processes, data-driven decisions and a high-quality customer experience while advancing automation and AI-enabled support capabilities.

Qualifications

• 7+ years in IT support, service delivery, or service management.
• 5+ years leading technical support teams across multiple locations.
• Deep knowledge of ITSM in ITIL-aligned environments.
• Proven track record leading global, multi-region service delivery.
• Experience driving operational improvement and organizational change.
• Hands-on with ServiceNow or a comparable enterprise ITSM platform.
• Strong executive communication and stakeholder engagement.
• Familiarity with DEX, Virtual Agent, automation and AI-enabled support.

Responsibilities

• Lead day-to-day operations of the North America Service Center.
• Drive standardized workflows and cross-team coordination.
• Act as primary regional escalation point for critical issues.
• Partner with LATAM manager to balance workload across regions.
• Reduce reactive demand via automation and AI-enabled tools.
• Develop staff through coaching and succession planning.
• Establish and monitor operational KPIs and governance.
• Build relationships with business leaders and IT teams.

Skills

Executive communication

Stakeholder engagement

Leadership

Coaching & mentoring

People management

Multi-location leadership

Education

Associate degree in IT/Business/related field

Bachelor's degree in IT/Business/related field

ITIL v4 Foundation certification

Tools

ServiceNow

ITSM platforms

Job description

SSA Marine, Inc. in Seattle seeks an IT Service Center Manager (North America) to lead the North America Service Center within the Global Service Desk, blending in-person and remote work. You will drive regional service delivery, workforce leadership, and continuous improvement across North America.

You will partner with multiple IT teams to ensure standardized processes, data-driven decisions and a high-quality customer experience while advancing automation and AI-enabled support capabilities.