IT Service Delivery Manager – Americas

Bristow Group; United States; On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Bristow Group is seeking an IT Service Delivery Manager – Americas to lead end-to-end IT services across North and South America, ensuring performance, reliability, and continuous improvement for mission-critical aviation operations.

The role partners with I&O peers to standardize processes, drive modernization of the endpoint environment, manage vendors, and deliver metrics-driven improvements while supporting compliance in regulated environments.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• 5+ years in IT service delivery or IT operations leadership, including regional or global environments and third-party providers.
• Comfortable operating in regulated, mission-critical operational environments.
• Ability to travel domestically & internationally.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Service ownership

ITIL knowledge

Documentation

Stakeholder communication

Regulated environments

Travel domestically & internationally

Education

Bachelor's degree

Job description

Job Description:

The IT Service Delivery Manager – Americas is accountable for the end‑to‑end delivery, performance, and continuous improvement of IT end‑user, workplace services, and related technologysupport 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 ownsservice 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.