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, General 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 General services locally for critical and major incidents (P1/P2) when global leaders are off hours.
- Represent the region in global IT service governance forums, bringing insights and local needs to global decision

📌 IT Service Delivery Lead (Monterrey)
🏢 FLS Global
📍 Monterrey