CSE Regional Digital Operations and Service Delivery Leader M/F

Service Delivery & User Experience

• Lead regional service desk and end-user support operations across Europe
• Define, monitor, and improve SLAs, KPIs, and service performance metrics
• Foster a customer-centric service culture focused on responsiveness and communication
• Drive automation, self-service, and AI-enabled support initiatives
• Enhance digital employee experience and productivity

Factory IT / OT Operations

• Lead distributed factory IT teams and contracted onsite resources
• Ensure factory support models align with enterprise IT standards
• Act as escalation point for major incidents impacting manufacturing operations
• Enforce ITIL-based service management practices
• Drive IT/OT asset lifecycle management and technical debt reduction

Vendor & Commercial Performance

• Manage performance of regional vendors supporting service desk and factory operations
• Conduct regular service reviews and continuous improvement initiatives
• Align operational decisions with financial and business impact
• Strengthen governance through clear SLA definition and accountability

Operational Excellence & Continuous Improvement

• Monitor trends, risks, and service performance across sites
• Lead initiatives to standardize processes and improve service resilience
• Promote Lean, Kaizen, and data-driven improvement practices
• Share best practices across teams and geographies

Stakeholder & Strategy Execution

• Partner with regional business and factory leaders
• Represent regional needs within global technology forums
• Support execution of enterprise transformation initiatives (AI, modernization, experience improvements)
• Drive adoption of new tools, platforms, and operating models

Strategy Execution & Transformation

• Support execution of enterprise technology initiatives within the region (e.g., AI enablement, experience improvements, modernization programs).
• Drive adoption of new tools, platforms, and operating models that improve service quality and maturity.

Do you have experience in ServiceNow?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology or related field

• 10+ years of experience in IT service delivery or operations leadership
• Proven experience managing IT services across multiple European countries
• Strong leadership skills with cross-cultural communication capabilities
• Solid understanding of ITIL and service management best practices
• Experience managing vendor-delivered and outsourced service models
• Ability to partner effectively with senior business stakeholders, * ITIL 4 certification
• Experience in manufacturing or factory environments
• Knowledge of IT/OT convergence and industrial technology
• Experience with enterprise ITSM platforms (e.g., ServiceNow)
• Background in automation, AI enablement, and digital experience improvements

Leadership Profile

We are seeking a leader who demonstrates:

• Strong ownership and accountability
• Ability to balance strategic oversight with operational execution
• Clear and confident communication
• Comfort in complex, matrixed global environments
• A data-driven, continuous improvement mindset, Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Carrier is the leading worldwide provider of heating, ventilation, and air conditioning (HVAC), refrigeration, fire, security, and cold chain solutions. We invented the modern air conditioning, and our team of pioneers and innovators have a long trajectory of developing new technologies., We are looking for a CSE Regional Digital Operations and Service Delivery Leader to drive end-to-end performance of digital support services across Europe, covering both corporate environments and manufacturing sites. This role brings together regional service desk leadership, end-user experience, factory IT/OT operations, vendor performance, and operational excellence under one accountable leader. You will ensure digital services are reliable, secure, cost-effective, and fully aligned with business priorities, while building strong partnerships with regional business leaders, factory leadership teams, and global technology stakeholders. This is a high-impact leadership opportunity within a global organization operating in over 160 countries.