Manager, Western Hemisphere IT Service Delivery

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Location: Tulsa, OK
Work Type: Hybrid

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At a Glance:

We are seeking a strategic and results-driven IT Service Delivery Manager to lead IT Service Delivery across the Americas. This role is responsible for ensuring consistent, high-quality, and efficient IT support across regional teams—including front-line Service Desk, Technical Support Services, in-country IT support, and the overall end-user experience.

As a key member of the global IT leadership team, you will drive service standardization across the Western Hemisphere, align delivery models globally with Eastern Hemisphere counterparts, and establish a unified 24/7 support team to enable and support our global workforce. You will also be responsible for setting performance goals, tracking KPIs, and fostering strong relationships with business stakeholders to ensure IT services meet evolving business needs.

What you will do: 

End-to-End Regional IT Service Delivery

• Lead the end-to-end delivery of IT services across North, Central, and South America.
• Ensure consistent processes and high-quality support in:
  • Front-line IT Support (Service Desk)
  • Technical Support Services (end-user computing lifecycle, asset management, OS maintenance, software deployments, A/V experience, white-glove support)
  • In-country IT support teams across the Americas
  • Overall IT support responsiveness and end-user experience

Standardization Across the Americas

• Develop and implement standardized service delivery models and procedures across all American regions and support teams.
• Ensure regional teams follow consistent procedures, tools, and performance expectations.

• Promote a culture of operational excellence and continuous improvement

Global Alignment of IT Services

• Collaborate with Eastern Hemisphere IT leadership to align service delivery models globally.
• Standardize processes and procedures to ensure seamless support across time zones and geographies.
• Facilitate global knowledge sharing and best practice adoption.

Global 24/7 Service Desk Experience

• Lead the development and implementation of a global 24/7 Service Desk experience.
• Ensure support coverage through phone, email, and ticketing systems to meet the needs of a geographically diverse workforce.
• Monitor and optimize service desk performance, responsiveness and user satisfaction.

Performance Management & KPI Development

• Establish and track key performance indicators (KPIs) to measure service quality, responsiveness, and customer satisfaction.
• Set clear goals and objectives for regional support teams aligned with business priorities.
• Provide regular reporting and insights to senior leadership on service performance and improvement opportunities.

Stakeholder Engagement & Communication

• Partner closely with key business stakeholders to ensure operational alignment and responsiveness to business needs.
• Communicate effectively with the business during IT outages, providing timely updates and resolution plans.
• Deliver clear, concise reports to IT leadership detailing accomplishments, challenges, and opportunities for improvement.

Team Leadership & Development

• Provide leadership, coaching, and mentorship to team leaders and individual contributors.
• Foster a collaborative and high-performance culture across geograp