About this role
IT Service Delivery Manager – Americas
The IT Service Delivery Manager – Americas is accountable for the end‑to‑end delivery, performance, and continuous improvement of IT end‑user, workplace services, and related technology support across North and South America in support of mission‑critical, safety‑sensitive aviation operations. This role acts as a senior operational leader within Infrastructure & Operations, partnering closely with peer I&O managers (Endpoint, Identity, Network, Cloud, Security) to ensure service consistency, operational resilience, and alignment to modern workplace and endpoint strategies. The Service Delivery Manager owns service quality, user experience, lifecycle execution, and vendor performance, while driving modernization of the endpoint environment, standardized support processes, and metrics‑driven continuous improvement.
PRINCIPAL RESPONSIBILITIES:
Service Delivery & Regional Operations Leadership Own regional delivery of Service Delivery team, field support, and site IT services across the Americas. Serve as the primary escalation point for service delivery failures and user‑impacting operational risk. Partner with global Service Delivery peers to maintain consistent standards, tooling, and service experience. Build strong working relationships with regional business leaders and operational stakeholders. Assist with the gathering of IT technical requirements for new initiatives
Endpoint & Modern Workplace Operations Own operational delivery of the enterprise endpoint environment, including Windows, iPads, mobile devices, peripheral, and related systems.Partner with Endpoint Engineering to support Intune, Autopilot, SCCM, and cloud‑managed device strategies Ensure execution of hardware refresh, patching, encryption, configuration compliance, and software lifecycle standards.
ITSM, Metrics & Continuous Improvement Own ITIL‑aligned service management processes including Incident, Request, Problem, Change, and Knowledge Management Use service metrics, KPIs, and customer experience data to identify trends, root causes, and improvement initiatives. Drive repeatable, documented, and auditable service workflows. Support audits by maintaining service documentation, metrics, and operational evidence.
Vendor & Partner Governance Manage managed service providers and regional field support partners. Conduct service reviews, track SLA performance, and lead remediation and improvement plans. Partner with Procurement and I&O leadership on vendor lifecycle decisions and cost optimization.
PERSON SPECIFICATION: (minimum education requirements, key skills and experience) Qualifications:Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience. Experience:5+ years in IT service delivery or IT operations leadership, including regional or global environments and third‑party providers Skills:Service ownership mindsetStrong knowledge of ITIL frameworkStrong documentation, analytical, and stakeholder communication skills.Comfortable operating in regulated, mission‑critical operational environments.Ability to travel domestically & internationally Bristow Group is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
About UsBristow GroupWith its headquarters in Houston, Texas, Bristow Group is the leading provider of helicopter services to the worldwide offshore energy industry based on the number of aircraft operated, and one of two helicopter service providers to the offshore energy industry with global operations. With recent acquisitions of premium regional air carriers, Bristow provides point-to-point scheduled and charter transportation services, combining fixed-wing with rotary-wing services to clients around the world. Bristow has proudly served the offshore oil transport industry in major exploration and production arenas for 60 years and has been responsible for many industry-leading technological innovations.Equal Employment OpportunityBristow Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws.Bristow Group is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the Human Resources Department. Read MoreFollow Us© 2026 Workday, Inc. All rights reserved.