IT Service Delivery Regional Manager

Posted Wednesday, June 3, 2026 at 5:00 AM

The Next Level of Fire & Life Safety Leadership

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places.

With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.

At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting‑edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards.

We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.

If you’re ready to take the next step in your career and be part of an innovative, mission‑driven team, apply now!

Base Salary Rate : $99,412 - $116,955 per year

Job type: Full‑time position

The IT Service Delivery Manager is responsible for overseeing the day‑to‑day delivery of IT support services to internal employees and business functions within the North America region. This role ensures incidents and service requests are resolved efficiently, service levels are maintained, and users receive consistent and reliable support.

The position focuses on operational execution, team supervision, and continuous minor improvements, supporting established ITIL‑based service management processes.

• Supervise daily IT support operations including incident handling, service requests, and basic problem resolution
• Monitor and track service desk performance metrics (ticket resolution time, backlog, first‑contact resolution, etc.) to ensure adherence to SLAs
• Serve as an escalation point for operational issues and coordinate resolution with technical teams
• Provide day‑to‑day directions and support to service desk analysts, desktop support staff, and field technicians
• Team Leader support for collaboration and coordination of workflow, process and guidance to other team members.
• Assist in implementing process improvements and standard procedures to increase efficiency and consistency
• Participate in major incident coordination with guidance from senior leadership
• Collaborate with internal IT teams (infrastructure, applications, security) to support service delivery needs
• Help maintain documentation, knowledge base articles, and standard operating procedures
• Support vendor coordination for routine operational issues (e.g., hardware replacements, software support)
• Contribute to regular reporting on service performance for internal stakeholders

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 1–2 years of team lead experience in an IT service environment

• 4+ years of experience in IT support or service operations
• Promote a customer‑focused mindset and responsive communication with internal users
• ITIL Foundation certification (or working knowledge of ITIL practices)
• Familiarity with ITSM tools (e.g., Fresh service, etc.)
• Working knowledge of desktop support, endpoint management, and Microsoft 365 environments
• Strong organizational and task management skills in a fast‑paced support environment
• Ability to communicate effectively with both…