About This Role
We are looking for a CSE Regional Digital Operations and Service Delivery Leader to drive end-to-end performance of digital support services across Europe, covering both corporate environments and manufacturing sites.
This role brings together regional service desk leadership, end-user experience, factory IT/OT operations, vendor performance, and operational excellence under one accountable leader.
You will ensure digital services are reliable, secure, cost-effective, and fully aligned with business priorities, while building strong partnerships with regional business leaders, factory leadership teams, and global technology stakeholders.
This is a high-impact leadership opportunity within a global organization operating in over 160 countries.
Key Responsibilities:
Service Delivery & User Experience
1. Lead regional service desk and end-user support operations across Europe
2. Define, monitor, and improve SLAs, KPIs, and service performance metrics
3. Foster a customer-centric service culture focused on responsiveness and communication
4. Drive automation, self-service, and AI-enabled support initiatives
5. Enhance digital employee experience and productivity
Factory IT / OT Operations
6. Lead distributed factory IT teams and contracted onsite resources
7. Ensure factory support models align with enterprise IT standards
8. Act as escalation point for major incidents impacting manufacturing operations
9. Enforce ITIL-based service management practices
10. Drive IT/OT asset lifecycle management and technical debt reduction
Vendor & Commercial Performance
11. Manage performance of regional vendors supporting service desk and factory operations
12. Conduct regular service reviews and continuous improvement initiatives
13. Align operational decisions with financial and business impact
14. Strengthen governance through clear SLA definition and accountability
Operational Excellence & Continuous Improvement
15. Monitor trends, risks, and service performance across sites
16. Lead initiatives to standardize processes and improve service resilience
17. Promote Lean, Kaizen, and data-driven improvement practices
18. Share best practices across teams and geographies
Stakeholder & Strategy Execution
19. Partner with regional business and factory leaders
20. Represent regional needs within global technology forums
21. Support execution of enterprise transformation initiatives (AI, modernization, experience improvements)
22. Drive adoption of new tools, platforms, and operating models
Strategy Execution & Transformation
23. Support execution of enterprise technology initiatives within the region (e.g., AI enablement, experience improvements, modernization programs).
24. Drive adoption of new tools, platforms, and operating models that improve service quality and maturity.
Required Qualifications
25. Bachelor’s degree in Information Technology or related field
26. 10+ years of experience in IT service delivery or operations leadership
27. Proven experience managing IT services across multiple European countries
28. Strong leadership skills with cross-cultural communication capabilities
29. Solid understanding of ITIL and service management best practices
30. Experience managing vendor-delivered and outsourced service models
31. Ability to partner effectively with senior business stakeholders
Preferred Qualifications
32. ITIL 4 certification
33. Experience in manufacturing or factory environments
34. Knowledge of IT/OT convergence and industrial technology
35. Experience with enterprise ITSM platforms (e.g., ServiceNow)
36. Background in automation, AI enablement, and digital experience improvements
Leadership Profile
We are seeking a leader who demonstrates:
37. Strong ownership and accountability
38. Ability to balance strategic oversight with operational execution
39. Clear and confident communication
40. Comfort in complex, matrixed global environments
41. A data-driven, continuous improvement mindset
Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.