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Associate Vice President (AVP) - IT Service Delivery

Location: Based out of US Elpaso , managing US, Jamaica and Colombia

Function: Global Technology Engineering & Workplace Solutions (GTEWS)

Position Summary

The Associate Vice President (AVP) - IT Service Delivery is responsible for leading global IT Service Delivery operations across US, Jamaica and Colombia. The role oversees End User Services, Global Service Desk, IT Asset & Lifecycle Management, ITSM processes, Workplace Technology Services, Service Governance, ServiceNow adoption, and continuous service improvement initiatives, People Management, VOE, ESAT.

The AVP will drive operational excellence, customer experience, workforce productivity, automation, governance, financial accountability, and service transformation while ensuring delivery of world-class IT support services across all geographies.

This role requires a strategic leader capable of balancing operational performance, stakeholder management, service innovation, and organizational transformation initiatives.

Key Responsibilities

Service Delivery Leadership

• Lead and manage global IT Service Delivery operations across all supported geographies.
• Own end-to-end service delivery performance, customer experience, and operational excellence.
• Establish and monitor service delivery KPIs, SLAs, OLAs, and operational scorecards.
• Drive service consistency, process standardization, and governance across regions.
• Lead periodic service reviews with business leadership and executive stakeholders.

IT Service Management (ITSM)

• Drive adoption and maturity of ITIL-based processes including:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
• Ensure service performance targets are achieved through proactive monitoring and governance.
• Lead continuous improvement programs based on service trends and root cause analysis.

Global Service Desk & Workplace Services

• Oversee Global Service Desk operations providing 24x7 support coverage.
• Drive improvements in FCR, AHT, SLA compliance, CSAT, ESAT, and service quality metrics.
• Ensure effective workforce planning, capacity management, shift coverage, and productivity controls.
• Lead deployment and support of workplace technology services across sites.

IT Asset Management (ITAM/HAM)

• Provide executive oversight for the entire hardware asset lifecycle including:
  • Procurement support
  • Asset onboarding
  • Deployment
  • Transfers
  • Recovery
  • Disposal
  • Audit readiness
• Ensure asset accuracy, inventory reconciliations, and FAR compliance.
• Drive utilization optimization and sustainability initiatives through reuse and redeployment programs.
• Govern ServiceNow HAM/EAM processes and asset management compliance requirements.

Service Transformation & Automation

• Lead ServiceNow platform adoption and process automation initiatives.
• Drive AI, Copilot, self-service, workflow automation, and digital workplace transformation programs.
• Identify opportunities to improve efficiency, reduce manual effort, and enhance user experience.
• Develop and execute service delivery roadmaps aligned with organizational objectives.

Governance, Risk & Compliance

• Ensure compliance with organizational policies, audit requirements, and security standards.
• Lead audit responses, remediation activities, and governance reviews.
• Monitor operational risks and implement mitigation strategies.
• Drive policy adherence and process discipline across service delivery teams.

Financial & Vendor Management

• Manage service delivery budgets and cost optimization initiatives.
• Lead vendor governance and partner performance reviews.
• Evaluate technology investments and business cases for service improvement.
• Ensure effective utilization of resources and technology assets.

Leadership & People Management

• Lead geographically distributed managers and service delivery teams.
• Drive employee engagement, ESAT improvement plans, succession planning, and leadership development.
• Establish workforce planning, skill development, and career progression frameworks.
• Promote a culture of accountability, continuous improvement, and customer-centricity.

Stakeholder Management

• Act as a trusted advisor to business leaders and executive management.
• Present service performance, risks, initiatives, and strategic recommendations to senior leadership.
• Partner with HR, Finance, Procurement, Operations, Information Security, and Technology teams to achieve business outcomes.

Key Performance Indicators (KPIs)

• SLA Achievement
• Service Availability
• Customer Satisfaction (CSAT)
• Employee Satisfaction (ESAT)
• First Contact Resolution (FCR)
• Incident Resolution Performance
• Major Incident Recovery Time
• Asset Inventory Accuracy
• Audit Compliance Score
• Automation Adoption Metrics
• Cost Optimization Targets
• Workforce Utilization & Productivity
• Knowledge Management Effectiveness

Required Experience

• 15+ years of progressive experience in IT Infrastructure and Service Delivery.
• Minimum 5+ years in senior leadership roles managing global teams.
• Extensive experience managing:
  • Service Desk Operations
  • ITSM
  • IT Asset Management
  • Workplace Technology Services
  • ServiceNow Platform
  • Major Incident Management
• Experience leading global transformation and operational excellence programs.
• Strong executive stakeholder management experience.

Preferred Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Systems, or related field.
• MBA preferred.
• ITIL v4 Managing Professional / Expert Certification preferred.
• ServiceNow ITSM/HAM certification desirable.
• Lean Six Sigma or process improvement certifications preferred.