Director, Global Service Delivery - US based

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The Director, Global Service Delivery (SD) is a senior leadership role within Global Engineering Services (GES), part of Siemens' Global Technologies & Infrastructure (GTI) organization. This role owns the end-to-end delivery of engineering support services across three global regions — Americas, EMEA, and APAC — serving approximately 17,000 software engineers worldwide. The Director is accountable for service quality, regional consistency, people leadership, and the ongoing transformation of the SD function.

• Define and execute the global Service Delivery strategy aligned with GES and GTI priorities.
• Set the vision, operating model (Follow-the-Sun), and performance standards for SD across all three regions.
• Lead the annual planning cycle for SD: headcount, budget, initiatives, and OKRs.
• Represent the SD function at GES leadership reviews, executive briefings, and cross-functional forums.
• Drive continuous improvement in service delivery maturity, tooling, and process standardization.

• Own the end-to-end SLO/SLA framework for the SD function globally; ensure targets are met and reported.
• Partner with the Global Operations Excellence (GOE) team to enforce standards, monitoring, and governance.
• Ensure all regions are aligned on tooling, processes, CMDB accuracy, and asset management practices.
• Oversee the successful delivery of global programmes (e.g., PCD migration, device refresh, CMDB clean-up…etc).
• Identify operational risks and blockers across regions; elevate and resolve proactively.

• Directly lead three Regional SD Leads (Americas, EMEA, APAC) and maintain accountability for the full SD organization.
• Build a high-performing, engaged, and geographically distributed team; develop regional leaders and successors.
• Drive talent reviews, performance management, and calibration across the SD function.
• Champion a culture of accountability, customer focus, and continuous improvement.

• Serve as the primary SD point of contact for peer GTI functions.
• Build and maintain strong relationships with key business stakeholders.
• Collaborate with regional SD leads and managers to address customer escalations and service issues.
• Provide regular operational reporting to the Senior Director, GES and GTI leadership.

• Own the customer relationship between GES and engineering segments globally; serve as the primary point of contact for segment leads regarding infrastructure, service quality, and engineering productivity.
• Establish and maintain a regular engagement cadence with segment representatives to understand development pipeline needs, CI/CD tooling requirements, and environment pain points.
• Proactively identify opportunities to improve developer productivity and engineering experience — including build performance, environment stability, tooling access, and onboarding friction.
• Collaborate with SD Leads, GOE, and Architecture & Standards teams to translate segment feedback into actionable service improvements and capacity planning inputs.
• Track and report on segments satisfaction, developer productivity trends, and GES contribution to engineering velocity — cascade where GES environment is a constraint on delivery.

• Extensive relevant experience in infrastructure management, service delivery, or technology operations, with a significant portion of that time spent in senior leadership — managing global or multi-regional teams at scale.
• Proven track record leading large, geographically distributed teams across multiple countries and regions.
• Deep understanding…