Regional Delivery Lead — North America

Position: Regional Delivery Lead — North America

Supervisor: Global Head of Service Delivery & Operations

Location: Rosemont

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; escallate dual-scope or global incidents to the Global Head of Service Delivery & Operations per the published Sev-1 playbook; coordinate the regional handover playbook with Sec Ops & Network.
• Operate the regional implementation of the global service operating model — service catalogue adoption, SLA / XLA framework, change management, problem management, and continual service improvement.
• Act as the regional IT business partner for North America — own the senior service relationships with regional business-unit leadership, country and functional heads, and regional CIO peers; translate service performance into business outcomes, actively manage regional demand, and represent the voice of the North America business into the global function.
• Own regional project intake and business-requirements capture for the North America Infrastructure, Sec Ops, and Operations teams — translating regional business demand into structured requirements and routing it into the global delivery pipeline.
• Hold regional accountability for M&A IT operational integration in North America — lead Day-1 service readiness and cutover, onboard acquired sites into the regional service model, deliver the integration playbook against the global M&A standard, and report integration progress and risk into the global function.
• Partner with peer pillars on regional touchpoints — Platform & Automation on regional platform performance and automation adoption;
  Sec Ops & Network on regional network operations, regional security incidents, and regional adoption of the secure-access network architecture.

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…