The Digital Service Delivery Manager is responsible for daily IT operations across North and South America, ensuring smooth local IT services. This includes managing user support, preparing devices for new hires, and coordinating with central IT teams to improve user satisfaction and operational efficiency. The manager also handles budgeting, task management, and aligning site operations with business goals, contributing to enhanced IT service performance and business continuity.

*This position is an onsite role based in Conroe, Texas*

Here's some of the other things you can look forward to:

• Oversee daily site operations, ensuring the seamless functioning of local IT systems and providing user support including first and second-line support for user issues as well as Tier 2 and Tier 3 support, including solving hardware and software problems.
• Order, set up, and configure laptops and mobile devices for new hires, ensuring they are prepared for immediate use including
• Assist in managing user access, permissions, and basic system setups.
• Collaborate with vendors and third-party providers for the procurement and maintenance of hardware and software.
• Provide ongoing support to users across Canada, USA, Mexico and Brazil, and Argentina ensuring high user satisfaction and quick resolution of issues.
• Ensure the consistent implementation of central IT policies at the site level.
• Forecast the IT operational budget for Americas region.
• Collaborate with the Digital Infrastructure & Operations, network, and security teams to propose IT solutions that address business needs and improve overall business efficiency.
• Collaborate with HR, Finance, and Procurement teams to coordinate new hire onboarding (device setup) and manage budget forecasting.
• Coordination with the Digital First Response and central IT teams to align site-specific operations with corporate IT standards and critical metrics.

What do you need to be successful in this role?

• Solid ability to train and teach others - strong customer service skills is key!
• Superb communication, presentation and interpersonal skills, ability to communicate to user's understanding of tech knowledge.
• Strong stakeholder management.
• Ability to facilitate meetings and follow up with resulting action items.
• Ability to prioritize and complete tasks in a high-pressure environment.
• Open to travel 20-30 days per year.

Qualifications:

• 10+ years IT or equivalent business experience.
• University degree or diploma in Computer Science, Information Technology, or a related field, or equivalent experience.

Sound like a match?

Welcome to apply! Click the ‘Apply for position’ button in the top-right corner and submit your application letter with a CV in English via our recruitment system.

More about Hempel

At Hempel, you’re welcomed to a global community of +7000 colleagues around the world. A workplace built on shared trust, mutual respect and support for each other. We’re on a mission to double our impact. To succeed, we need bright minds and team players. Which is why, from day one, your input, ideas and initiative are not only welcomed but expected. In return, you will enjoy great opportunities for development in a growing global company – and be part of the solution by contributing to our global impact.

At Hempel, we are committed to everyone feeling safe, valued, and treated equally, in an environment where each employee can bring their authentic selves to work. We believe that inclusion is key to innovation and by bringing together the most diverse perspectives and talents, we can achieve great things, together.

We are proud to be majority owned by the Hempel Foundation, a commercial foundation dedicated to making a difference, with our earnings contributing to a multitude of philanthropic activities every year. It means that when working at Hempel, your hard work and dedication contributes to a greater cause, making your career matter twice.

Learn more about Hempel and our commitments on hempel.com/career.

Please note that it is our top priority that all candidates feel safe throughout the recruitment process. This means that we will never request personal banking information, payments, or sensitive personal details. during recruitment. You can read more about this in our notice here. (Vacancies - Hempel