Manager of IT Service Desk & Delivery

The Manager of IT Service Desk and Delivery (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization and operating under the LIFT (Live Insights & Frictionless Technology) model. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States.

The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences.

Service Delivery & Operations

• 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.

Global Alignment & Continuous Improvement

• 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.

People Leadership

• 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.
• Foster a culture of accountability, customer-centricity, and continuous improvement.

Performance & Stakeholder Management

• Establish and manage operational KPIs, dashboards, and business reviews; monitor trends in incidents, escalations, and customer feedback.
• Communicate performance, risks, and improvement opportunities to leadership, and represent the Service Center in governance and transformation forums.
• Build strong relationships with business leaders, IT teams, and operational stakeholders, serving as a trusted advisor on support operations, employee experience, and service delivery strategy.

Success Measures

• Customer satisfaction and experience metrics.
• SLA attainment, first contact resolution, and reduced escalation rates.
• Reduction in recurring incidents, paired with increased automation, self-service, and Virtual Agent adoption.
• Employee engagement, workforce capability, and demonstrated progress toward the future operating model.

Qualifications

Required

• 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 working within ITIL-aligned service management 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.
• Highly skilled in coaching, mentoring, and developing team members.
• Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

Preferred

• Bachelor's degree in Information Technology, Business, or related field.
• ITIL v4 Foundation certification or higher.
• Familiarity with DEX platforms, Virtual Agent technologies, automation programs, and AI-enabled support solutions.