Sr manager, global it service delivery guadalajara, mx (hybrid) page is loaded
sr manager, global it service delivery guadalajara, mx (hybrid)
apply locations guadalajara, jalisco time type full time posted on posted today time left to apply end date: september 30, 2025 (30+ days left to apply) job requisition id req-2025-11681
insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our omnipod product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
we are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
overview:
the senior 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 process and 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.
key responsibilities:
* set strategic direction for standardized global it service desk processes, supporting technologies, and roles
* develop global it service desk processes, technology, and roles to achieve continuous service delivery excellence
* develop and implement a strategy and roadmap for organizational excellence in the application of itsm services, procedures, and tools.
* ensure sla compliance and high-quality service delivery. Monitor and report on key metrics, trends, and team performance using dashboards and analytics. Oversee process to ensure the service level agreements (slas) and supporting operating level agreements (olas) are published and met by support teams.
* identify and implement process improvements. Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
* drive root cause analysis (rca) and implement corrective actions.
* drive servicenow compliance and continual improvement.
* support on/off boarding and provisioning process and strategies
* collaborate with other it and business units to align support with organizational goals.
* ensure compliance with itil change management standards.
* serve as the technical escalation point for team members and liaise with business users as needed
* manage incident, problem, change, and asset management processes.
* ensure all it compliance activities (hipaa/sox) required by the production support team are being followed and provide control evidence as required
* vendor & asset management:
o manage third-party vendors and service providers, ensuring performance and compliance.
o within the scope of this role, participate in it asset lifecycle management, including procurement, inventory, and decommissioning.
* perform any additional duties as assigned by management including managing projects affecting support
team leadership & staff development
* lead, coach, and inspire a global team of helpdesk professionals across multiple time zones.
* establish clear performance expectations, conduct regular 1:1s, and provide constructive feedback.
* create individualized development plans to support career growth and skill advancement.
* foster a culture of accountability, collaboration, and continuous learning.
* identify skill gaps and coordinate training programs, certifications, and cross-training opportunities.
* manage staffing levels, shift coverage, and succession planning to ensure consistent global support.
tool & technology proficiency
* servicenow :administer and optimize workflows, dashboards, and reporting.
* endpoint support :oversee support for windows, macos, and mobile devices.
* microsoft intune :monitor device compliance and configuration and provide remote support.
* asset management tools :maintain accurate inventory and lifecycle tracking of it assets.
* agile practices :apply agile methodologies to improve responsiveness and team efficiency.
skills:
* 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.
qualifications:
* 8+ years it support, 3+ years people manager experience
* strong knowledge of servicenow and itsm tools.
* experience with implementing and running service desk operations
* itil v3/v4 certification strongly preferred
* experience managing global teams and vendors
* excellent communication, analytical, and problem-solving skills.
* experience installing and troubleshooting applications across a variety of systems environments
* customer-service oriented with a problem-solving attitude
* ability to approach technical challenges from a business perspective
note: this position is eligible for hybrid working arrangements and requires on-site work from an insulet office at least three (3) days per week. #li-hybrid
about insulet
insulet corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.
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