IT Service Delivery Regional Manager

The IT Service Delivery Manager is responsible for overseeing the day-to-day delivery of IT support services to internal employees and business functions within the North America region. This role ensures incidents and service requests are resolved efficiently, service levels are maintained, and users receive consistent and reliable support. The position focuses on operational execution, team supervision, and continuous minor improvements, supporting established ITIL-based service management processes., Service Operations

• Supervise daily IT support operations including incident handling, service requests, and basic problem resolution
• Monitor and track service desk performance metrics (ticket resolution time, backlog, first-contact resolution, etc.) to ensure adherence to SLAs
• Serve as an escalation point for operational issues and coordinate resolution with technical teams
• Provide day-to-day directions and support to service desk analysts, desktop support staff, and field technicians
• Team Leader support for collaboration and coordination of workflow, process and guidance to other team members.
• Assist in implementing process improvements and standard procedures to increase efficiency and consistency
• Participate in major incident coordination with guidance from senior leadership
• Collaborate with internal IT teams (infrastructure, applications, security) to support service delivery needs
• Help maintain documentation, knowledge base articles, and standard operating procedures
• Support vendor coordination for routine operational issues (e.g., hardware replacements, software support)
• Contribute to regular reporting on service performance for internal stakeholders

Do you have experience in Team supervision?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 1-2 years of team lead experience in an IT service environment

Preferred Qualifications

• 4+ years of experience in IT support or service operations
• Promote a customer-focused mindset and responsive communication with internal users
• ITIL Foundation certification (or working knowledge of ITIL practices)
• Familiarity with ITSM tools (e.g., Freshservice, etc.)
• Working knowledge of desktop support, endpoint management, and Microsoft 365 environments
• Strong organizational and task management skills in a fast-paced support environment
• Ability to communicate effectively with both technical teams and non-technical users
• Certifications (strongly preferred): ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader modules highly desirable
• Deep knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Microsoft Service Manager, Ivanti, Freshservice)
• Solid understanding of enterprise IT environments (hybrid cloud, on-prem infrastructure, Microsoft 365/Azure AD, endpoint management, collaboration tools)
• Strong grasp of ITIL processes and how they apply internally (no heavy focus on commercial billing/profitability)
• Exceptional communication and stakeholder management skills - able to translate technical issues into business impact for non-technical audiences
• Analytical mindset with the ability to use data to drive decisions and improvements
• Ability to manage conflicting priorities and maintain calm under pressure during incidents

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program
• Disability insurance, Individuals may be eligible for an annual performance bonus based on both individual and company's performance. The final compensation for this position will be set based on the individual's knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, company holidays), 401(k) with employer match, EAP assistance, and more. World Leaders in Fire and Life Safety Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe. Kidde Global Solutions is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local laws.

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we're taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we're elevating the standards for an entire industry - and establishing the next level of fire and life safety leadership. At Kidde Global Solutions, you're joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you'll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We're committed to expanding our impact and providing dynamic opportunities for growth within our team. You'll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.