About this role
Here’s a summary of the role
The IT Service Delivery Team Leader - AMER is responsible for leading and developing the IT Service Delivery team across the United States and Mexico.
This role ensures high-quality, consistent IT service delivery for customers and internal stakeholders in the AMER region, while driving continuous improvement in IT service management processes, operations, and team capability.
In addition to leadership responsibilities, this role remains hands-on in selected areas of IT Support, providing direct technical assistance when required and leading by example in service delivery best practices.
The Team Leader acts as a senior point of escalation for complex technical and service-related issues, manages IT service delivery projects in the region, and plays a key role in mentoring team members to grow their technical, operational, and professional skills.
Key Responsibilities:
Team Leadership & Development
- Lead, mentor, and develop the AMER Service Delivery team across the US and Mexico.
- Provide regular coaching, feedback, and performance management to support individual and team growth.
- Foster a collaborative, inclusive, and high-performance team culture across geographically distributed teams.
- Identify skills gaps and create development plans to improve technical and service capabilities.
- Lead by example through hands-on involvement in IT support activities where appropriate.
IT Service Delivery & Escalation Management
- Act as the primary escalation point for complex or critical technical and service delivery issues in the AMER region.
- Provide hands-on technical support, especially for complex cases or priority incidents as needed.
- Support the team in troubleshooting, root cause analysis, and resolution of high-impact incidents.
- Ensure service levels, SLAs, and user expectations are consistently met or exceeded.
- Partner with other regional or global teams as needed to resolve cross-functional issues.
IT Project & Initiative Management
- Lead and manage service delivery–related projects within the AMER region.
- Coordinate resources, timelines, and stakeholders to ensure successful project execution.
- Drive regional initiatives aligned with global service delivery strategy.
- Track project progress, risks, and outcomes, providing clear communication to stakeholders.
ITSM Process & Operational Improvement
- Review, refine, and continuously improve existing service delivery processes and operational workflows.
- Identify inefficiencies and implement scalable, sustainable improvements across the AMER region.
- Ensure documentation, standard operating procedures, and best practices are maintained and up to date.
- Support change management and adoption of new tools, processes, or ways of working.
Stakeholder & Customer Engagement
- Serve as a key point of contact for internal stakeholders related to AMER service delivery.
- Build strong working relationships with customers, partners, and internal teams.
- Provide insights and reporting on regional performance, trends, and improvement opportunities.
Qualifications:
Education:
- Associate's degree in information technology, Computer Science, or a related field (bachelor's degree preferred).
Required Skills & Experience
- Proven experience leading IT service delivery or IT support teams in a regional or global environment.
- Proven people leadership skills, with a focus on mentoring, coaching, and team development.
- Strong hands-on IT support background with the ability to troubleshoot and resolve complex technical issues.
- Ability to act as a senior escalation point for critical incidents.
- Experience managing IT service delivery projects and driving ITSM process improvement initiatives.
- Strong communication and stakeholder management skills.
- Experience working with geographically distributed teams across multiple countries.
Preferred Skills & Qualifications
- Experience delivering IT services across geographical regions.
- ITIL certification or strong working knowledge of ITIL practices.
- Project management experience or certification (e.g., PMP, PRINCE2).
- Experience working in cross-functional, matrixed IT organizations.
Soft Skills
- Excellent communication and customer service skills, with the ability to work collaboratively across departments.
- Leadership and accountability
- Problem-solving and analytical thinking
- Customer-focused mindset
- Continuous improvement orientation
- Strong organizational and time management skills
- Ability to thrive in a fast-paced, evolving environment
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What you'll do
- The IT Service Delivery Team Leader is responsible for leading and developing the IT Service Delivery team across the AMER region, ensuring high-quality IT service delivery. This role includes managing escalations, mentoring team members, and driving continuous improvement in IT service management processes.
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