NA IT Service Center Lead - Automation & Service
SSA Marine
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
Job summary
SSA Marine's IT Service Center Manager (North America) leads the North America Service Center within the Global Service Desk, overseeing incident, request, knowledge, asset and access processes across Canada and the United States. You will drive service delivery, automation adoption, and continuous improvement, partnering with regional teams and leadership to raise customer experience and SLA performance.
As a senior IT leader, you will coach staff, manage performance, and align operations with
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.
- Highly skilled in coaching, mentoring, and developing team members.
- Hands-on background with ServiceNow or a comparable enterprise ITSM platform.
Responsibilities
- 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.
- Partner with LATAM IT Service Center Manager to balance workload and coverage across regions and standardize practices.
- Reduce reactive demand through automation, self-service, AI-enabled support tools, and DEX insights; lead Problem Management to eliminate recurring friction.
- Build relationships with business leaders, IT teams, and stakeholders; serve as trusted advisor on support operations and service delivery strategy.
- Hire, coach, and develop Service Center staff; manage performance and succession planning.
Skills
Education
Tools
Job description
SSA Marine's IT Service Center Manager (North America) leads the North America Service Center within the Global Service Desk, overseeing incident, request, knowledge, asset and access processes across Canada and the United States. You will drive service delivery, automation adoption, and continuous improvement, partnering with regional teams and leadership to raise customer experience and SLA performance.
As a senior IT leader, you will coach staff, manage performance, and align operations with
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
