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
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
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
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
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

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 (Preferred)
Experience in manufacturing or factory environments (Preferred)
Knowledge of IT/OT convergence and industrial technology (Preferred)
Experience with enterprise ITSM platforms (e.g., ServiceNow) (Preferred)
Background in automation, AI enablement, and digital experience improvements (Preferred)

CSE Regional Digital Operations and Service Delivery Leader

Key skills