IT Service Delivery Manager - Americas

Bristow Group, Inc.; Houston (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Bristow Group, Inc. is seeking an IT Service Delivery Manager for the Americas to oversee the end-to-end delivery and performance of IT services. The role involves collaborating with peer managers and ensuring service consistency across North and South America, particularly in mission-critical environments.

The ideal candidate will have at least 5 years of experience in IT service delivery or operations leadership, a Bachelor's degree in Computer Science or related field, and strong ITIL knowledge.

Qualifications

• 5+ years in IT service delivery or IT operations leadership, including regional or global environments.
• Experience with third party providers.

Responsibilities

• Own regional delivery of Service Delivery team and site IT services across the Americas.
• Serve as the primary escalation point for service delivery failures.
• Manage managed service providers and regional field support partners.

Skills

Service ownership mindset

Strong knowledge of ITIL framework

Strong documentation skills

Analytical skills

Stakeholder communication skills

Ability to travel domestically & internationally

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Job Description:

The IT Service Delivery Manager - Americas is accountable for the endtoend delivery, performance, and continuous improvement of IT end‑user, workplace services, and related technology support across North and South America in support of mission‑critical, safety‑sensitive aviation operations.

This role acts as a senior operational leader within Infrastructure & Operations, partnering closely with peer I&O managers (Endpoint, Identity, Network, Cloud, Security) to ensure service consistency, operational resilience, and alignment to modern workplace and endpoint strategies.

The Service Delivery Manager owns service quality, user experience, lifecycle execution, and vendor performance, while driving modernization of the endpoint environment, standardized support processes, and metrics‑driven continuous improvement.

PRINCIPAL RESPONSIBILITIES:

Service Delivery & Regional Operations Leadership

• Own regional delivery of Service Delivery team, field support, and site IT services across the Americas.
• Serve as the primary escalation point for service delivery failures and user‑impacting operational risk.
• Partner with global Service Delivery peers to maintain consistent standards, tooling, and service experience.
• Build strong working relationships with regional business leaders and operational stakeholders.
• Assist with the gathering of IT technical requirements for new initiatives.

Endpoint & Modern Workplace Operations

• Own operational delivery of the enterprise endpoint environment, including Windows, iPads, mobile devices, peripheral, and related systems.
• Partner with Endpoint Engineering to support Intune, Autopilot, SCCM, and cloud‑managed device strategies.
• Ensure execution of hardware refresh, patching, encryption, configuration compliance, and software lifecycle standards.

ITSM, Metrics & Continuous Improvement

• Own ITIL‑aligned service management processes including Incident, Request, Problem, Change, and Knowledge Management.
• Use service metrics, KPIs, and customer experience data to identify trends, root causes, and improvement initiatives.
• Drive repeatable, documented, and auditable service workflows.
• Support audits by maintaining service documentation, metrics, and operational evidence.

Vendor & Partner Governance

• Manage managed service providers and regional field support partners.
• Conduct service reviews, track SLA performance, and lead remediation and improvement plans.
• Partner with Procurement and I&O leadership on vendor lifecycle decisions and cost optimization.

PERSON SPECIFICATION: (minimum education requirements, key skills and experience)

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.

Experience:

• 5+ years in IT service delivery or IT operations leadership, including regional or global environments and third party providers.

Skills:

• Service ownership mindset
• Strong knowledge of ITIL framework
• Strong documentation, analytical, and stakeholder communication skills.
• Comfortable operating in regulated, mission‑critical operational environments.
• Ability to travel domestically & internationally

Bristow Group is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.