IT Service Delivery Manager – Americas

Job Description:

The IT Service Delivery Manager Americas is accountable for theendtoend delivery performance and continuous improvement of IT enduser workplace services and related technologysupport across North and South America in support of missioncritical safetysensitive aviation operations.

This role acts as asenior operational leader within Infrastructure & Operations partnering closely withpeer I&O managers (Endpoint Identity Network Cloud Security) to ensure service consistency operational resilience and alignment to modern workplace and endpoint strategies.

The Service Delivery Manager ownsservice quality user experience lifecycle execution and vendor performance while driving modernization of the endpoint environment standardized support processes and metricsdriven continuous improvement.

PRINCIPAL RESPONSIBILITIES:

Service Delivery & Regional Operations Leadership

• Own regional delivery of Service Delivery team field support and site IT services across the Americas.
• Serve as the primary escalation point for service delivery failures and userimpacting operational risk.
• Partner with global Service Delivery peers to maintain consistent standards tooling and service experience.
• Build strong working relationships with regional business leaders and operational stakeholders.
• Assist with the gathering of IT technical requirements for new initiatives

Endpoint & Modern Workplace Operations

• Own operational delivery of the enterprise endpoint environment including Windows iPads mobile devices peripheral and related systems.
• Partner with Endpoint Engineering to support Intune Autopilot SCCM and cloudmanaged device strategies
• Ensure execution of hardware refresh patching encryption configuration compliance and software lifecycle standards.

ITSM Metrics & Continuous Improvement

• Own ITILaligned service management processes including Incident Request Problem Change and Knowledge Management
• Use service metrics KPIs and customer experience data to identify trends root causes and improvement initiatives.
• Drive repeatable documented and auditable service workflows.
• Support audits by maintaining service documentation metrics and operational evidence.

Vendor & Partner Governance

• Manage managed service providers and regional field support partners.
• Conduct service reviews track SLA performance and lead remediation and improvement plans.
• Partner with Procurement and I&O leadership on vendor lifecycle decisions and cost optimization.

PERSON SPECIFICATION: (minimum education requirements key skills and experience)

Qualifications:

• Bachelors degree in Computer Science Information Technology or equivalent professional experience.

Experience:

• 5 years in IT service delivery or IT operations leadership including regional or global environments and thirdparty providers

Skills:

• Service ownership mindset
• Strong knowledge of ITIL framework
• Strong documentation analytical and stakeholder communication skills.
• Comfortable operating in regulated missioncritical operational environments.
• Ability to travel domestically & internationally

Bristow Group is an Equal Opportunity Employer all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.