Job Summary The Manager, Integral IT Service Delivery is responsible for strategy execution and maturity of the global service desk operations supporting Insulet Corporation.
You and your team Leads will be responsible for continuous service delivery optimization, process improvement, strategic and tactical operational duties driving operational excellence.
As a key leader of the Insulet IT organization you will be responsible for improving IT processes, policy governance and continuous improvement in IT service desk activities, championing a customer-centric organization culture, leading and developing a global team and driving a service-oriented mindset focused on strong business and technology partnership.
This role is accountable for meeting agreed KPIs and Service Levels for customers and stakeholders.
The manager runs IT operations in a region, supporting all Insulet sites and teams with their technology needs.
This role acts as a senior escalation point for technical issues, drives continuous improvement, and ensures high-quality service and customer satisfaction.
Overview: The Manager, Global IT Service Delivery is responsible for strategy execution and maturity of the global service desk operations supporting Insulet Corporation.
You and your team Leads will be responsible for continuous service delivery optimization, process improvement, strategic and tactical operational duties driving operational excellence.
As a key leader of the Insulet IT organization you will be responsible for improving IT processes, policy governance and continuous improvement in IT service desk activities, championing a customer-centric organization culture, leading and developing a global team and driving a service-oriented mindset focused on strong business and technology partnership.




This role is accountable for meeting agreed KPIs and Service Levels for customers and stakeholders.
The manager runs IT operations in a region, supporting all Insulet sites and teams with their technology needs.
This role acts as a senior escalation point for technical issues, drives continuous improvement, and ensures high-quality service and customer satisfaction.
Key Responsibilities: Set strategic direction for standardized global IT service desk processes, supporting technologies, and roles Develop global IT service desk processes, technology, and roles to achieve continuous service delivery excellence Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
Ensure SLA compliance and high-quality service delivery.Monitor and report on key metrics, trends, and team performance using dashboards and analytics.Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
Identify and implement process improvements.Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
Drive root cause analysis (RCA) and implement corrective actions.
Drive ServiceNow compliance and continual improvement.
Support on/off boarding and provisioning process and strategies Collaborate with other IT and business units to align support with organizational goals.
Ensure compliance with ITIL change management standards.
Serve as the technical escalation point for team members and liaise with business users as needed Manage incident, problem, change, and asset management processes.
Ensure all IT compliance activities (HIPAA/SOX) required by the production support team are being followed and provide control evidence as required Vendor

📌 Manager, Service Delivery (Guadalajara)
🏢 Insulet
📍 Guadalajara