Regional Delivery Lead — North America

Culligan International; Northern (KY); Hybrid; USD 130.000 - 160.000; Vollzeit

Benefits dieser Stelle

Paid time off

Health benefits

Dental & vision insurance

401(k)

Zusammenfassung

Culligan International seeks a Regional Delivery Lead for North America to oversee end-user service delivery across the United States and Canada, reporting to the Global Head of Service Delivery & Operations. The role centers on delivering high-quality IT services regionally and aligning with the global operating model.

The position leads the North America service-management team, drives SLA/XLA performance, incident command, and regional stakeholder engagement to translate service metrics into

Qualifikationen

• Bachelor's degree in IT, computer science, business or related field.
• ITIL v4 Foundation required; MP desirable.
• Experience with ITSM lifecycle and major-incident command.

Aufgaben

• Lead end-user service delivery across North America with SLA/XLA performance.
• Line-manage the North America service-management team and regional functions.
• Lead regional major-incident command for user-impacting events.
• Implement the regional service operating model and manage changes.
• Own regional project intake and translate requirements into the global delivery pipeline.

Kenntnisse

End-user services

IT operations

Stakeholder management

Leadership

Cross-functional collaboration

Service governance

Ausbildung

Bachelor's degree in IT/CS/business or related field

ITIL v4 Foundation

Tools

ITIL framework

Jobbeschreibung

Position: Regional Delivery Lead - North America

Supervisor: Global Head of Service Delivery & Operations

Location: Rosemont

Description:

The Regional Delivery Lead - North America leads end-user service delivery across the North America region (United States and Canada), accountable for service quality, regional service performance, and the line-management of the North America service-management team. The role is a direct report to the Global Head of Service Delivery & Operations, providing the regional service-management layer for North America. The role serves as the senior service relationship for regional business stakeholders, leads day-to-day operational service governance, and runs major-incident command at regional level (escalating to the Global Head of SD&O for global Sev-1).

Responsibilities

• Lead end-user service delivery across the North America region (US and Canada) - assuring SLA / XLA performance and operational health across the regional service estate.
• Operate the regional people line - line-manage the North America service-management team, comprising the US service-management / EUC team and its team manager and the US integration function; support the evolution of the regional service-delivery model in line with the global operating model; and partner with HR on capability development and engagement.
• Lead regional major-incident command for user-impacting events; escal
• Operate the regional implementation of the global service operating model - service catalogue adoption, SLA / XLA framework, change management, problem management, and continual service improvement.
• Act as the regional IT business partner for North America - own the senior service relationships with regional business-unit leadership, country and functional heads, and regional CIO peers; translate service performance into business outcomes, actively manage regional demand, and represent the voice of the North America business into the global function.
• Own regional project intake and business-requirements capture for the North America Infrastructure, SecOps, and Operations teams - translating regional business demand into structured requirements and routing it into the global delivery pipeline.
• Hold regional accountability for M&A IT operational integration in North America - lead Day-1 service readiness and cutover, onboard acquired sites into the regional service model, deliver the integration playbook against the global M&A standard, and report integration progress and risk into the global function.
• Partner with peer pillars on regional touchpoints - Platform & Automation on regional platform performance and automation adoption; SecOps & Network on regional network operations, regional security incidents, and regional adoption of the secure-access network architecture.

Requirements:

• Experience - 8-12 years in IT service delivery, end-user services or IT operations, including 3+ years line-managing a service-management or desktop / EUC team in a multi-site enterprise; experience of service-delivery transformation and governing external service partners is strongly preferred.
• Education & certification - Bachelor's degree in IT, computer science, business or a related field, or equivalent practical experience; ITIL v4 Foundation required, ITIL Managing Professional (or equivalent) desirable.
• Domain knowledge - ITSM lifecycle (incident, problem, change, request and service-catalogue management), SLA / XLA management, major-incident command, and end-user computing operations; exposure to M&A / Day-1 service integration is an advantage.
• Leadership & soft skills - senior stakeholder management up to executive level; able to translate service performance into business language; proven leadership of distributed and transitioning teams; sound judgement and decisiveness under pressure; strong cross-functional collaboration with platform, security and network teams.
• Location & eligibility - based at Rosemont, Chicago, able to travel across the North America region as required.

Target Salary Range: $130,000 - $160,000 salary a year plus bonus. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).

Qualifications

Education

Required

Bachelors or better in Information Systems or related field.

Experience

Required

8-12 years: In IT service delivery, end-user services or IT operations, including 3+ years line-managing a service-management or desktop / EUC team in a multi-site enterprise; experience of service-delivery transformation and governing external service partners is strongly preferred.

Equal Opportunity Employer
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