Americas IT Service Delivery Supervisor

At DuPont, we are working on things that matter; whether it’s providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. 

If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you!

WHY JOIN US?

Our purpose is to empower the world with essential innovations to thrive. We work on things that matter! 

Have the Opportunity to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results. 

Get to Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all!

Get to know our Purpose and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.

The Cluster Leader for Information Technology (IT) North America is responsible for end-to-end service delivery and integration across multiple locations in the Americas. They lead a team of Site Information Technology Leaders, including employees and contractors. The role is accountable for IT Operations and serves as the point of escalation for any IT issues at their designated locations, ensuring 24x7 uptime of IT infrastructure and hardware, including servers, storage systems, data, wireless, voice networks, modems, firewalls, and video conferencing.

Your Key Responsibilities:  

• Responsibilities/Accountabilities:

  • Troubleshoot and deploy laptops/desktops alongside corporate Service Desk support for end user issues.

  • Drive resolution of end user issues and escalations.

  • Follow incident / problem / change management processes.

  • Support any local IT solutions outside the corporate standard service delivery scope.

  • Provide performance monitoring.

  • Ensure quick and correct service restoration in the event of an outage.

  • Drive compliance with information security policies and maintain IT service continuity by following IT standards in the implementation of new IT solutions.

• People Management:

  • Directly manage Site IT staff in day-to-day operation, leading the team in executing service delivery processes and ensuring compliance with IT policies and standards.

  • Communicate clearly to the team on objectives, performance, organization vision, and strategy.

  • Manage work performance and be responsible for talent management and succession planning of staff.

  • Coach, train, and develop Site IT Leaders.

• Process Management and Continuous Improvement:

  • Identify opportunities to streamline and improve processes.

  • Manage IT costs by performing monthly monitoring, ensuring timely ROS, reporting, and staying within budget for each location.

  • Explore and execute IT productivity ideas for cost savings.

  • Manage vendor services to ensure delivery against Service Level Agreements.

  • Manage and control the life cycle management of all IT assets according to DuPont's guidelines and standards.

  • Ensure region's compliance to IT security standards, SOX compliance, and other DuPont mandated and external regulatory and legal requirements.

  • Ensure disaster recovery plans are in place for all locations.

  • Some travel may be required to the geographical areas under responsibility.

Your Qualification Profile:

• People Leadership: Define and ensure execution of team objectives, consistent with corporate strategies and architectures. Provide leadership on IT matters to business and site leadership. Passionate about people management, development, and coaching.

• Relationship Management: Develop relationships with technical providers and IT team members, understand key issues and challenges, and work to overcome issues to meet business needs. Convincingly articulate strategy for complex undertakings and organizations, build interdependent relationships with business, recognize differences between IT capability and business goals, and meet objectives.