Support Lead, Americas
Core
Lead global IT service operations, governance, and continual improvement for Dyson's Americas region, ensuring stability of critical services and driving AI-enabled automation.
Role type
Senior IT Service Operations Lead (ITSMO)
Builds
Global service operations capability, AI-enabled operating models, and automated service workflows
Domain
IT Operations / Service Management / Enterprise Technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
IT Service Operations, Major Incident Management, Incident/Problem/Change/Request Management, Service Integration and Management (SIAM), Supplier and vendor management, Operational governance and risk management, Enterprise service management, IT operations transformation, ServiceNow, Global technology support environments, AI-enabled service operations and automation
Preferred skills
None stated
Technologies
ServiceNow
Responsibilities
Lead day-to-day service operations activities, Coordinate major incident management and service recovery, Govern Incident/Problem/Change/Request processes, Manage operational escalations and process exceptions, Drive operational automation and AIOps initiatives, Produce operational reporting and actionable insights, Manage operational supplier performance and integration, Facilitate service reviews and governance forums, Support business-critical service continuity and resilience requirements, Drive operational excellence across global support functions, Promote continual improvement and service optimisation
Seniority
Senior, hands-on IC
