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Regional Service Delivery Manager

2 months ago

Oakbrook Terrace, Illinois, United States mccainfood Full time
Job Summary

We are seeking a highly experienced and skilled Regional Service Delivery Manager to lead our IT infrastructure and operations service delivery team. As a key member of our Global Technology team, you will be responsible for ensuring the effective and efficient delivery of IT services in our designated geographic area.

Key Responsibilities
  • Leadership and Collaboration
    • Develop and maintain strong relationships with business stakeholders, global technology teams, and I&O organization.
    • Collaborate with internal stakeholders to understand business requirements and ensure IT services align with business objectives.
  • Service Delivery and Operations
    • Develop and implement strategies for delivering consistent and reliable I&O products and services to meet business needs.
    • Align regional technology roadmaps and translate them for I&O execution.
    • Oversee the regional project portfolio, managing business expectations, scope, timelines, and cost.
  • Service Performance and Improvement
    • Drive I&O Service Performance in the region and ensure clear visibility to all stakeholders.
    • Manage KPI/Metrics and continuous improvement plan to enhance service quality, efficiency, and cost.
  • Team Leadership and Management
    • Lead a team of service delivery engineers and technical specialists responsible for delivering infrastructure and operations services.
    • Champion cloud use cases and adoptions.
  • Vendor Management and Risk Mitigation
    • Manage relationships with external vendors and service providers to ensure contracted services are delivered according to agreed-upon terms and service level agreements.
    • Identify and mitigate risks related to service delivery, ensuring compliance with relevant regulations and standards.
  • Financial Management and Leadership
    • Develop and manage budgets for infrastructure and operations services, allocating resources effectively and optimizing costs.
    • Provide leadership, guidance, and mentorship to the service delivery team, fostering a culture of collaboration, innovation, and continuous improvement.
Requirements
  • Education and Experience
    • Bachelor's degree in computer science, information technology, or a related field.
    • 12+ years of IT experience, 5+ years of experience in IT Infrastructure service delivery, with at least 3 years in a leadership role in any global organization.
  • Skills and Qualifications
    • Excellent communication and interpersonal skills, with the ability to build positive relationships and collaborate effectively with stakeholders at all levels.
    • Proven track record of developing and implementing strategies to improve service delivery, optimize costs, and drive operational excellence.
    • Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and deliver results.
    • Experience managing vendor relationships and negotiating contracts and service agreements.
    • Experience in leveraging enterprise global solutions in regions (e.g., SAP, Cloud Modernization, Monitoring, Dimensions, etc).
    • Experience in setup of new offices, meeting rooms, and modern workplace services.
    • Strong analytical and problem-solving skills, with the ability to analyze complex issues, identify root causes, and develop practical solutions.
    • Knowledge of industry best practices and emerging trends in infrastructure and operations, including Cloud, AIOps, SRE, ITSM Maturity, and automations.
    • Relevant certifications (e.g., ITIL, PMP, Agile) are a plus.