Regional IT Manager, North America
- Own the end-to-end delivery of IT services (infrastructure, devices, applications, support, and security) while driving continuous service improvement and focusing on user experience (UX).
- Act as the primary IT contact for regional business and plant leadership, translating needs into IT solutions that support business and operational priorities.
- Collaborate with global IT functions (Infrastructure, Security, Applications, End-User Support) for alignment and deployment of IT services.
- Manage digital workplace services, remote work enablement, collaboration tools, and device lifecycle.
- Oversee external service providers (MSPs), ensuring KPI-driven performance and service quality.
- Promote a root-cause resolution mindset, ensuring temporary fixes are followed by permanent solutions.
- Lead and coordinate regional IT projects, including rollouts, upgrades, migrations, and M&A activities.
- Support IT governance, compliance, CMMC 2.0, and CUI protection requirements, including audits and assessments.
- Support IT budgeting, procurement, and project execution in partnership with global teams.
- Drive user satisfaction improvements using feedback and service performance metrics.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent professional experience).
- 7+ years in IT service delivery, infrastructure management, or IT operations in manufacturing or industrial settings.
- Experience managing MSPs and working in KPI-driven service models.
- Experience collaborating with OT teams and supporting IT/OT interdependencies in plant operations.
- Strong knowledge of Microsoft ecosystem (Windows, Microsoft 365, Intune, Azure AD, Active Directory), networking (LAN/WAN/SD-WAN, firewalls, VPN), and endpoint management tools.
- Strong hands-on experience with Microsoft technologies, networking, and ITSM tools (preferably ServiceNow).
- Strong service attitude, user focus, and commitment to enhancing end-user experience (UX).
- Proven ability to lead regional IT projects, including infrastructure improvements, migrations and site integrations.
- Comfortable with IT standardization, dashboards, documentation, KPI-based vendor management, and hybrid IT environments (on-prem/cloud).
- Familiarity with CMMC 2.0, CUI handling, and regulatory IT operations compliance.
- Hands-on, solution-driven, with a focus on root-cause problem solving and continuous improvement.
- Familiar with business applications (e.g., SAP), cybersecurity practices, manufacturing and OT environments, as well as automation, AI, and DevOps concepts.
- Effectively leads through dynamic and fast-changing environments, balancing multiple priorities and stakeholder demands.
- Experience working in matrixed, multicultural, and distributed teams.
- Excellent relationship management, stakeholder engagement, and communication skills.
- Change Management: Promote and leads IT-related change, ensuring alignment, communication, and smooth adoption across stakeholder groups and users.
- Communication: Communicates clearly with both technical and non-technical audiences; fosters transparency and alignment across teams.
- Customer Focus / UX Orientation: Keeps user satisfaction, service quality, and business continuity central to all IT decisions.
- Collaboration and Relationship Management: Builds trust with business leadership, OT teams, and global IT functions.
- Results Orientation / Service KPI Focus: Holds self and vendors accountable for measurable service performance, based on defined KPIs.
- Problem Solving / Root Cause Analysis: Applies structured thinking to resolve issues sustainably and minimize business disruptions.
- Decision Making: Makes informed decisions balancing business impact, technical feasibility, and operational risk.
- Vendor & Service Partner Management: Manages external partners to ensure KPI-driven performance and service improvement.
- Operational Awareness (IT/OT Context): Understands manufacturing and OT environments, ensuring IT delivery aligns with production needs.
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