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 teamsincluding 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 geographically dispersed teams.
• Support career development and training initiatives to build team capability and engagement.

Key Outcomes:

Consistent and High-Quality IT Service Delivery across the Americas. Standardized Processes and Procedures across all regional support teams. Globally Aligned IT Services between Western and Eastern hemispheres. Robust 24/7 Service Desk Support for global operations. Clear KPIs and Performance Goals driving exceptional service delivery and high customer satisfaction. Strong Stakeholder Relationships enabling the delivery of proactive solutions across the business. Engaged and High-Performing Regional IT Teams.

What you need:

• Bachelors degree in Information Technology Computer Science or related field.
• 8 years of experience in IT service delivery or operations with 3 years in a leadership role.
• Proven experience managing IT support teams across multiple regions or countries and differing time zones.
• Proven track record in accomplishing objectives and outcomes through leaders and their teams.
• Experience implementing global support models and standardizing service delivery.
• Experience leading and managing organizational change is essential.
• Strong leadership communication (verbal and written) and stakeholder engagement skills.
• Strong knowledge of ITIL frameworks best practices and service management platforms.
• Excellent problem-solving skills and ability to think outside the box.
• Fluent in English; Spanish preferred.

What we offer:

At H&P our commitment to our people is at the forefront and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.

• Flexible Spending or Health Savings Accounts
• 401k match
• Paid Leave Plans
• Parental & Adoption Benefits
• Disability Coverage
• Employee Assistance Program
• Educational Assistance
• Learning & Development Opportunities
• Flex-scheduling available for qualifying positions to achieve work-life integration
• Comprehensive medical dental vision and life insurance