Service Delivery Lead

WE’RE HIRING: Regional Service Delivery Lead – Americas (AMS)

Excis is a global IT support leader driven by innovation, collaboration, and excellence. We are seeking a Regional Service Delivery Lead – Americas (AMS) to oversee end-to-end service delivery operations across the Americas region. This role is responsible for driving service excellence, leading Field Engineering Operations (FE Ops) across North America, and ensuring high customer satisfaction through strong governance, operational efficiency, and leadership.

At Excis, we foster an open, friendly, and growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us!

Service Delivery Management

• Own and oversee service delivery performance across the AMS region, ensuring SLAs, KPIs, and contractual obligations are consistently met or exceeded
  
• Drive standardization and adoption of global service delivery frameworks, tools, and best practices
  
• Monitor service quality, customer satisfaction, and operational efficiency across all accounts
  

Leadership & Team Management

• Lead, mentor, and develop a geographically distributed team
  
• Foster a high-performance, customer-centric culture
  
• Support workforce planning, capability development, and succession planning
  

Client & Stakeholder Engagement

• Act as the senior point of contact for key AMS clients
  
• Build strong relationships with internal and external stakeholders
  
• Lead executive service reviews, governance meetings, and escalations
  

Field Engineering Operations (FE Ops) Oversight

• Lead North America FE Ops team handling dispatch and coordination of field engineers
  
• Oversee ticket intake, triage, dispatch, and resolution tracking
  
• Optimize resource utilization via platforms like WorkMarket and Field Nation
  
• Manage vendor/contractor performance and sourcing strategies
  
• Drive improvements in dispatch efficiency and turnaround times
  

Operational Excellence

• Identify and implement continuous improvement initiatives
  
• Ensure compliance, risk management, and regulatory adherence
  
• Oversee incident, problem, and change management processes
  

Financial & Commercial Oversight

• Manage budgets, forecasting, and cost optimization
  
• Support renewals, expansions, and new business opportunities
  
• Ensure profitability and strong financial performance
  

Governance & Reporting

• Establish governance frameworks across the region
  
• Provide regular performance and risk reporting to global leadership
  
• Align regional operations with global strategy
  
  

• 5–10 years of experience in service delivery, IT services, or managed services
  
• Proven experience leading multi-country teams across the Americas
  
• Strong background in enterprise client management and complex service environments
  
• Deep understanding of ITIL and service management frameworks
  
• Excellent leadership, communication, and stakeholder management skills
  
• Strong analytical, problem-solving, and decision-making abilities
  
• Financial acumen and commercial awareness
  
  
  
  

• Supportive environment fostering professional growth and continuous learning
  
• Collaboration across diverse technologies and global teams
  
• Competitive compensation
  
• Opportunity to contribute to a global IT leader valuing innovation and excellence