IT Service Delivery Lead Desktop & Mobility - Raleigh, North Carolina

Job Summary
looking for a globally experienced IT service delivery leader who can drive process, metrics, and change across distributed teams-without formal people management authority-while keeping the customer experience front and center
We are looking for an experienced IT Service Delivery Lead to oversee our Desktop & Mobility (End User Computing) services across global regions.
This is a senior individual contributor role with no direct people management, but strong functional leadership responsibility.
You will work with IT support teams around the world to ensure stable service delivery, improve processes, manage incidents and escalations, and drive improvements based on customer feedback. Success in this role requires strong communication, problem-solving skills, and the ability to influence teams without direct authority.

Key Responsibilities
Lead global Desktop & Mobility service delivery across multiple regions and time zones
Work closely with IT support teams to ensure consistent and reliable end-user support
Monitor incident tickets, SLAs, backlog, and aging trends
Implement and maintain service metrics and performance reporting
Proactively identify issues and lead problem resolution efforts
Lead root cause analysis for escalations and stakeholder complaints
Ensure corrective and preventive actions are implemented and effective
Continuously improve processes to deliver better service to local HR and business teams
Collaborate with cross-functional teams to resolve complex issues
Lead small service improvements and enhancements using Agile methods
Communicate service performance, risks, and improvements to leadership

Required Qualifications
Bachelor's degree (or equivalent experience)
4+ years of experience as a manager, service delivery lead, or functional lead
Strong experience in IT Desktop & Mobility / End User Computing environments
Experience working with global teams across multiple time zones
Solid understanding of IT Service Management (ITSM) processes
Proven ability to lead through influence without direct reports
Strong communication skills with technical and non-technical stakeholders

Qualifications (Nice to Have)
Experience with Lean, Continuous Improvement, or Six Sigma principles
Familiarity with Agile methodology
Experience using tools such as ServiceNow, SharePoint, Jira, or similar
Experience driving improvements based on customer or stakeholder feedback

What Success Looks Like in This Role
Stable and reliable Desktop & Mobility services globally
Reduced ticket aging and recurring issues
Clear service metrics and actionable reporting
Improved stakeholder satisfaction
Strong collaboration across IT and business teams