Manager, Service Delivery Systems – Americas

About the role

We are a global provider of end‑to‑end supply chain and logistics solutions. The Manager, Service Delivery Systems – Americas is responsible for leading our IT Service Management function, with a strong focus on the Atlassian Jira platform, to ensure efficient delivery of IT services across the region.

Key responsibilities

• Lead and continuously improve ITSM processes, defining policies, procedures and performance metrics.
• Oversee Atlassian Jira administration, including configuration, customization and workflow automation.
• Identify and implement process optimisation opportunities to reduce bottlenecks and manual effort.
• Build, mentor and manage a high‑performing IT service delivery team.
• Collaborate with IT, business units and external vendors to align services with organisational goals.
• Direct incident and problem management activities, conduct root‑cause analysis and drive preventive actions.
• Produce regular performance reports and support audit, certification and customer compliance requirements.

Required profile

• Bachelor’s degree in Computer Science, Management Information Systems or a related field.
• Extensive experience managing ITSM frameworks and applying ITIL best practices.
• Deep expertise with Atlassian Jira administration and workflow automation.
• Proven ability to lead technical teams and drive cross‑functional initiatives.

Required skills

• Atlassian Jira
• IT Service Management (ITSM)
• ITIL processes
• Workflow automation