NA IT Service Center Lead — Global Delivery & Automation

Carrix, Inc./SSA Marine, Inc.; Seattle (WA); Sur place; USD 125 000 - 140 000; Plein temps

Résumé du poste

SSA Marine in Seattle, WA, seeks an IT Service Center Manager (North America) to lead the North America Service Center within the Global Service Desk, delivering scalable, high-quality IT support across incident, request, and knowledge management.

You will drive automation adoption, partner with regional teams, manage KPIs, and develop staff through coaching and succession planning, ensuring an excellent customer experience.

Qualifications

• 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).
• Proven track record leading support operations within a global, multi-region environment (GDC/shared-services).
• Experience driving operational improvement, workforce planning, and organizational change across service delivery programs.
• Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

Responsabilités

• 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 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.
• 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.

Connaissances

Executive communication

Stakeholder engagement

Coaching/mentoring

ServiceNow experience

ITSM knowledge

Formation

Associate degree in IT/Business

Bachelor's degree (preferred)

Outils

ServiceNow

Description du poste

SSA Marine in Seattle, WA, seeks an IT Service Center Manager (North America) to lead the North America Service Center within the Global Service Desk, delivering scalable, high-quality IT support across incident, request, and knowledge management.

You will drive automation adoption, partner with regional teams, manage KPIs, and develop staff through coaching and succession planning, ensuring an excellent customer experience.