Manager-IT Service Center

ssacareers; Washington; On-site; USD 125,000 - 140,000; Full time

Job summary

SSA Marine seeks an IT Service Center Manager (North America) to lead the NA Service Center within the Global Service Desk, delivering standardized, scalable support across Incident, Request, Knowledge, Asset, and Access. You will guide workforce, improve customer experience, and drive automation in a multi-region environment.

You will partner with regional leaders and global teams to optimize operations, implement ITIL-aligned processes, and push forward AI-enabled support and DEX insights.

Qualifications

• Associate degree in Information Technology, Business, or related field, or equivalent experience.
• 7+ years in IT support, service delivery, or service management.
• 5+ years leading technical support teams, including multi-location or distributed teams.
• Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and ITIL-aligned environments.
• Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model).
• Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs.
• Confident executive communicator, skilled in stakeholder engagement and presentation.
• Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

Responsibilities

• Lead day-to-day NA Service Center operations across Incident, Request, Knowledge, Asset, and Access processes.
• Drive operational consistency through standardized workflows, governance, and coordination across teams.
• Act as primary regional escalation point for critical issues and lead readiness for organizational changes.
• Collaborate with regional and global partners to balance workload and standardize practices.
• Reduce reactive demand through automation, self-service, AI-enabled support, and DEX insights.
• Lead Problem Management to eliminate recurring friction.
• Develop and manage Service Center staff through hiring, coaching, performance management, and succession planning.
• Communicate performance, risks, and improvement opportunities to leadership.
• Build relationships with business leaders and IT teams as trusted advisor.
• Establish and monitor operational KPIs, dashboards, and business reviews; monitor trends.
• Represent Service Center in governance and transformation forums.
• Support future operating model progress.

Skills

ITSM

ITIL

Stakeholder engagement

Coaching

Executive communication

Team leadership

Data-driven decisions

Change management

Global delivery

Leadership communication

Education

Associate degree in Information Technology, Business, or related field

Bachelor's degree in Information Technology, Business, or related field

Tools

ServiceNow

Job description

The IT Service Center Manager (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization and operating under the LIFT (Live Insights & Frictionless Technology) model. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States.

The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences.

Service Delivery & Operations

• Lead day-to-day operations of the North America Service Center, owning queue health, backlog, SLA attainment, and customer experience across Incident, Request, Knowledge, Asset, and Access processes.
• Drive operational consistency through standardized workflows, governance, and coordination across Service Center/Deskside, Infrastructure, Applications, and Security teams.
• Act as the primary regional escalation point for critical operational issues and lead readiness for organizational changes, acquisitions, and major transitions.

Global Alignment & Continuous Improvement

• Partner with the LATAM IT Service Center Manager to balance workload and coverage across regions, advancing shared queue ownership and globally standardized practices.
• Reduce reactive demand through automation, self-service, AI-enabled support tools, and DEX insights, and lead Problem Management to eliminate recurring friction.
• Partner with Quality & Engagement to improve service consistency, communications, knowledge quality, and customer sentiment.

People Leadership

• Lead, develop, and manage Service Center staff through hiring, coaching, performance management, and succession planning—building leadership capability to support future team-based service ownership.
• Foster a culture of accountability, customer-centricity, and continuous improvement.

Performance & Stakeholder Management

• Establish and manage operational KPIs, dashboards, and business reviews; monitor trends in incidents, escalations, and customer feedback.
• Communicate performance, risks, and improvement opportunities to leadership, and represent the Service Center in governance and transformation forums.
• Build strong relationships with business leaders, IT teams, and operational stakeholders, serving as a trusted advisor on support operations, employee experience, and service delivery strategy.

Success Measures

• Customer satisfaction and experience metrics.
• SLA attainment, first contact resolution, and reduced escalation rates.
• Reduction in recurring incidents, paired with increased automation, self-service, and Virtual Agent adoption.
• Employee engagement, workforce capability, and demonstrated progress toward the future operating model.

Required

• Associate degree in Information Technology, Business, or related field, or equivalent experience.
• 7+ years in IT support, service delivery, or service management.
• 5+ years leading technical support teams, including multi-location or distributed teams.
• Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and working within ITIL-aligned service management environments.
• Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model).
• Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs.
• Confident executive communicator, skilled in stakeholder engagement and presentation.
• Highly skilled in coaching, mentoring, and developing team members.
• Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

Preferred

• Bachelor's degree in Information Technology, Business, or related field.
• ITIL v4 Foundation certification or higher.
• Familiarity with DEX platforms, Virtual Agent technologies, automation programs, and AI-enabled support solutions.

Supervisory Responsibilities:

Yes

Indicate employees supervised: Service Center/Deskside

Work environment:

• Required job duties are normally performed in a climate-controlled office environment.
• Exposure to computer screens.
• The noise level in the work environment is usually moderate.

Pay Range: $125,000 - 140,000 per year

The posted compensation range is based on the applicable geographic market for the position and may vary depending on factors such as related experience and skill set. Final compensation will be determined based on these items and other relevant factors.

SSA Marine is an Equal Opportunity Employer