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IT Service Delivery Director
Wabtec Corporation. Define and execute the EMEA Service Delivery strategy aligned with Wabtec's global Digital Workplace strategy and business priorities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT Service Delivery and Digital Workplace management across the EMEA region, with a strong focus on operational excellence, service improvement, and stakeholder engagement. Proven ability to lead geographically distributed teams and manage complex IT service environments while ensuring compliance with security policies and regulatory requirements.
Highest-signal resume keywords
IT Service ManagementDigital Workplace StrategyServiceNow ITSMITIL 4 CertificationEnd User Computing
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
IT Service DeliveryOperational ManagementService Level AgreementsKey Performance IndicatorsIncident ManagementChange ManagementKnowledge ManagementAsset ManagementAutomationDigital Experience Management
Soft Skills
Executive CommunicationLeadershipInfluencing StakeholdersCoachingRelationship Building
Tools & Technologies
ServiceNowMicrosoft 365IntuneNexthinkCollaboration Technologies
Certifications & Qualifications
ITIL 4 Foundation
Industry Keywords
EMEA RegionField ServicesWorkplace TechnologyDigital TransformationEndpoint Security
Tech Stack
Tools & technologiesITSMMacOSServiceNow
About the role
Key responsibilities & impact- Define and execute the EMEA Service Delivery strategy aligned with Wabtec's global Digital Workplace strategy and business priorities
- Serve as the senior Digital Workplace Service Delivery leader for EMEA
- Translate global IT strategies, standards, and transformation initiatives into regional execution
- Lead and govern Digital Workplace Service Delivery across EMEA, including onsite support, Field Services, workplace technology support, end-user computing, hardware lifecycle services, and regional operational support
- Monitor incidents, service requests, escalations, backlogs, asset governance, and operational service metrics
- Lead corrective action and continuous improvement when service performance falls below expectations
- Champion employee productivity, responsiveness, self-service, knowledge management, proactive support, and automation
- Establish and manage regional KPIs, SLAs, operational scorecards, and service improvement plans
- Provide executive reporting on service health, risks, business impact, and improvement initiatives
- Drive modernization through automation, proactive support, digital experience management, self-service, AI, and improved support channels
- Build trusted relationships with EMEA executives, business leaders, site leaders, and technology stakeholders
- Act as the primary regional escalation point for Digital Workplace service issues
- Lead, coach, and develop Service Delivery Managers, support teams, and regional Digital Workplace resources
- Manage regional suppliers, contracts, operational budgets, forecasts, resource requirements, and service costs
- Lead Service Delivery workstreams for acquisitions, divestitures, new locations, site transitions, expansions, and business transformation
- Ensure compliance with security policies, technology standards, controls, and regional regulatory requirements
- Provide executive leadership during major incidents and support technology continuity and recovery planning
Requirements
What you’ll need- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant experience
- 10+ years of progressive IT experience, including substantial experience within enterprise IT Service Delivery, Digital Workplace, End User Computing, or IT Operations
- 5+ years of people leadership experience, including leading geographically distributed teams
- Demonstrated experience managing IT services across multiple countries within the EMEA region
- Experience operating within a large, complex, global organization
- Strong understanding of IT Service Management practices, including Incident, Request, Problem, Change, Knowledge, Asset and Service Level Management
- Experience managing Field Services, onsite IT support, workplace technologies and end-user services
- Demonstrated ability to manage service providers and hold suppliers accountable for contractual and operational outcomes
- Strong experience defining and managing SLAs, KPIs, service reviews and continuous improvement plans
- Strong financial, resource, and operational management capabilities
- Proven ability to influence senior business and technology stakeholders across different countries and cultures
- Executive-level written and verbal communication skills
- Ability and willingness to travel throughout EMEA as required
- ITIL 4 Foundation or advanced ITIL certification
- Experience with ServiceNow ITSM, reporting, dashboards, Service Catalog, Knowledge Management and workflow automation
- Experience with Digital Employee Experience platforms such as Nexthink
- Experience with Microsoft 365, modern endpoint management, Intune, Windows/macOS, collaboration technologies, and enterprise workplace technologies
- Experience leading technology operations within manufacturing, industrial, engineering, or other business-critical environments
- Experience supporting acquisitions, divestitures, TSA exits, new-site integrations, or large-scale technology transformation
- Demonstrated success implementing self-service, automation, proactive support, or AI-enabled service capabilities
- Experience managing a mix of internal teams and outsourced service providers
- Strong understanding of endpoint security, asset lifecycle management, CMDB/data governance, and modern Digital Workplace practices
- Additional European or regional language capabilities
Benefits
Comp & perks- Remote work
- Equal Opportunity Employer
- Workplace accommodations available upon request