Jobs in Guadalajara, Mexico

About the role

The Manager, Global IT Service Delivery is responsible for strategy execution and maturity of the global service desk operations supporting Insulet Corporation. You and your team Leads will be responsible for continuous service delivery optimization, process improvement, strategic and tactical operational duties driving operational excellence. As a key leader of the Insulet IT organization you will be responsible for improving IT processes, policy governance and continuous improvement in IT service desk activities, championing a customer-centric organization culture, leading and developing a global team and driving a service-oriented mindset focused on strong business and technology partnership. This role is accountable for meeting agreed KPIs and Service Levels for customers and stakeholders. The manager runs IT operations in a region, supporting all Insulet sites and teams with their technology needs.  This role acts as a senior escalation point for technical issues, drives continuous improvement, and ensures high-quality service and customer satisfaction. This role is accountable for meeting agreed KPIs and Service Levels for customers and stakeholders. The manager runs IT operations in a region, supporting all Insulet sites and teams with their technology needs. This role acts as a senior escalation point for technical issues, drives continuous improvement, and ensures high-quality service and customer satisfaction. The Manager, Global IT Service Delivery is responsible for strategy execution and maturity of the global service desk operations supporting Insulet Corporation. You and your team L eads will be responsible for continuous service delivery optimization, process improvement, strategic and tactical operational duties driving operational excellence. As a key leader of the Insulet IT organization you will be responsible for improving IT process es, policy governance and continuous improvement in IT service desk activities, championing a customer-centric organization culture, leading and developing a global team and d riving a service-oriented mindset focused on strong business and technology partnership.

What you'll bring

• Proven ability to lead and develop high-performing, distributed teams.
• Strong communication, coaching, and conflict resolution skills.
• Analytical mindset with a focus on data-driven decision-making.
• Deep understanding of IT support operations and service delivery best practices.
• Bachelor’s degree or higher in a relevant field, or equivalent.
• 6 + years IT support, 3 years people manager experience
• Strong technical expertise in Windows and server support, endpoint management (e.g., Microsoft Intune, JAMF), and system administration.
• Experience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Proficiency in supporting and troubleshooting MacBook (macOS), iOS/iPhone, and Android devices, including configuration, connectivity, application support, and security compliance.
• Relevant IT certifications (e.g., CompTIA A+, MCSE/MCSA/AZURE Cloud, VMware, Apple) are advantageous.
• Experience with implementing and running Service Desk operations
• Experience managing global teams and vendors