Regional Delivery Lead — North America

Culligan Water; Rosemont (IL); Hybrid; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Dental, vision, life, disability

Job summary

Culligan Water is seeking a Regional Delivery Lead — North America to oversee end-user service delivery across the US and Canada. You will be responsible for service quality, regional performance, and managing the North America service-management team with a focus on governance and incident response.

The role reports to the Global Head of Service Delivery & Operations, requiring strong executive-level stakeholder engagement and the ability to drive regional service improvements while aligning

Qualifications

• Bachelor’s degree in IT, computer science, or related field is required.
• ITIL v4 Foundation certification required; ITIL Managing Professional desirable.
• 8–12 years in IT service delivery; 3+ years line management experience in a multi-site enterprise.

Responsibilities

• Lead end-user service delivery across North America, ensuring SLA/XLA performance.
• Line-manage the North America service-management team and coordinate with HR on capability development.
• Lead regional major-incident command and governance with regional stakeholders.

Skills

End-user service delivery leadership

Stakeholder management

Incident command

IT governance

Education

Bachelor's degree in Information Systems or related field

Job description

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

Locations

Showing 1 location Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA
Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA

• Hybrid
• Information Technology
• Full-Time
• Requisition #: REGIO008332

Description

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 ...

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

Skills

Behaviors

:

Motivations

:

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.

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.