North America IT Service Center Leader

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

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.