IT Service Delivery Lead – North America
Purpose
This role serves as the “face of IT” to the business, builds strong partnerships with business stakeholders, understands business needs, and ensures execution by coordinating IT teams.
IT Service Delivery Lead – North America is the senior IT leader responsible for the end‑to‑end delivery, quality, and performance of all IT services within the assigned region, ensuring alignment with global ITSM standards, frameworks, and service governance.
This role provides regional leadership and operational governance, ensuring that interactions between regional teams, Global IT Operations, Global IT Infrastructure, and other teams such as Business Applications run smoothly and efficiently.
The position ensures that global processes, SLAs, experience standards, and controls are consistently executed while representing regional needs to global leadership. This role plays a key part in driving service maturity, operational excellence, and user satisfaction.
KPIs
Operational excellence
Regional Service Desk and On-Site Mean Time to Resolve (MTTR)



and Mean Time to Acknowledge (MTTA)
Regional SLA adherence for incidents, requests, and service operations
Regional Critical Incidents rate
Service quality and customer experience
User satisfaction CSAT
Satisfaction survey answering index
Organizational performance
Capability development and certification progress
Delivery of automation and continuous improvement initiatives
Cross-functional partnership effectiveness
Key Responsibilities
Lead and manage all IT service delivery activities in the region, ensuring consistent, high‑quality user experience.
Serve as the highest escalation point for regional service issues, outages, and major incidents.
Lead Global services locally for critical and major incidents (P1/P2) when global leaders are off hours.
Represent the region in general IT service governance forums, bringing insights and local needs to global decision-making.
Act as the primary I

📌 IT Service Delivery Lead (Monterrey)
🏢 Flsmidth
📍 Monterrey