Service Delivery Manager – Americas

• Build and maintain relationships with divisional leadership and business stakeholders
• Act as the trusted IT partner and communicate service performance
• Conduct regular service reviews focused on value contributions and risk mitigation
• Drive adoption of global IT standards, processes, and tools across assigned divisions
• Identify and manage IT service risks and maintain the risk register
• Oversee demand intake and prioritization aligned with business objectives
• Collaborate on capacity planning for critical services
• Ensure new services and major application deployments are operationally supportable
• Provide mandatory sign-off on support model readiness before go-live
• Monitor and report adherence to SLAs and OLAs
• Escalate high-priority incidents impacting divisional operations
• Drive root cause analysis and permanent corrective actions
• Champion continuous service improvement initiatives
• Monitor external providers' performance against contractual obligations
• Oversee service budgeting and cost-effectiveness for divisional IT services

Requirements

• Bachelor's degree in a relevant field such as Engineering or Computer Science, or equivalent experience
• Strong background in the ITIL framework
• ITIL 4 Foundation certification highly preferred
• Minimum 7+ years of progressive experience in IT Service Management or Service Delivery
• Experience preferably in a multinational or globally distributed environment
• Track record managing complex, high-priority escalations and maintaining high client satisfaction scores
• Experience supporting a manufacturing, logistics, or highly technical industrial environment is a significant advantage
• Proficiency with modern IT Service Management tools such as ServiceNow or BMC Helix and ITSM processes
• Exceptional communication and interpersonal skills
• Ability to convey technical concepts to non-technical stakeholders
• Strong cross-cultural communication and influence skills
• Ability to manage without direct authority across various geographies
• Excellent analytical and problem-solving skills
• Familiarity with IT governance and compliance frameworks such as ISO 27001 and PCI-DSS is a plus
• Creative, proactive, can-do, and service-oriented mindset

Core Competencies

Demonstrates expertise in IT Service Management, focusing on relationship building, risk management, and service performance monitoring. Proficient in ITIL practices and capable of driving continuous service improvement in complex environments.

Highest-signal resume keywords

• ITIL Framework
• ITIL 4 Foundation Certification
• IT Service Management Tools
• ServiceNow
• BMC Helix

ATS Optimization Keywords

Hard Skills

• IT Service Management
• Risk Management
• Service Performance Monitoring
• Capacity Planning
• Root Cause Analysis
• Service Budgeting
• SLA Adherence
• OLAs Monitoring
• Continuous Service Improvement
• Escalation Management

Soft Skills

• Exceptional Communication
• Interpersonal Skills
• Cross-Cultural Communication
• Analytical Skills
• Problem-Solving Skills

Certifications & Qualifications

• ITIL 4 Foundation Certification

Industry Keywords

• Manufacturing
• Logistics
• IT Governance
• Compliance Frameworks
• ISO 27001
• PCI-DSS