IT service delivery director in digital workplace

Wabtec Corporation is a global leader in rail and transit technologies, providing innovative equipment, systems, digital solutions, and services that improve safety, efficiency, and sustainability across the transportation industry.

• Define and execute the EMEA Service Delivery strategy aligned with Wabtec's global Digital Workplace strategy and business priorities.
• Serve as the senior Digital Workplace Service Delivery leader for the EMEA region.
• Translate global IT strategies, standards, and transformation initiatives into effective regional execution.
• Develop strong relationships with regional executives, business leaders, site leaders, and technology stakeholders.
• Understand emerging business requirements and ensure Digital Workplace capabilities support operational and growth objectives.
• Represent EMEA requirements, risks, opportunities, and priorities to Global Digital Workplace leadership.
• Establish a strong operating rhythm across countries and Service Delivery teams while maintaining appropriate responsiveness to local business requirements.
• Provide leadership and governance for Digital Workplace Service Delivery throughout EMEA, including onsite support, Field Services, workplace technology support, end-user computing, hardware lifecycle services, and regional operational support.
• Ensure consistent delivery of services across offices, manufacturing facilities, engineering centers, and other Wabtec locations.
• Establish clear operational accountability across regional teams and suppliers.
• Monitor incidents, service requests, escalations, backlogs, asset governance, and other operational service metrics.
• Lead corrective action and continuous improvement when service performance falls below expectations.
• Ensure appropriate management of business-critical escalations and recurring service issues.
• Partner with global service owners to improve end-to-end incident, request, problem, and escalation management.
• Champion a customer-focused culture that prioritizes employee productivity, responsiveness, and ease of obtaining technology support.
• Build strong feedback mechanisms with employees and regional business stakeholders to identify service pain points and improvement opportunities.
• Drive improvements based on service performance data, employee feedback, digital experience insights, and business priorities.
• Promote self-service, knowledge management, proactive support, and automation to reduce employee friction.
• Ensure employees receive a consistent experience regardless of country, location, or support channel.
• Establish and manage regional KPIs, SLAs, operational scorecards, and service improvement plans.
• Conduct regular operational and service reviews with regional teams and strategic suppliers.
• Use ServiceNow and other Digital Workplace data to identify trends, recurring issues, demand patterns, and improvement opportunities.
• Maintain strong governance of aged incidents, service requests, assignment accuracy, asset data quality, escalations, and service performance.
• Provide concise executive reporting on service health, risks, business impact, and improvement initiatives.
• Drive modernization of Service Delivery through automation, proactive support, digital experience management, self-service, AI, and improved support channels.

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant experience.
• 10+ years of progressive IT experience, including substantial experience within enterprise IT Service Delivery, Digital Workplace, End User Computing, or IT Operations.
• 5+ years of people leadership experience, including leading geographically distributed teams.
• Demonstrated experience managing IT services across multiple countries within the EMEA region.
• Experience operating within a large, complex, global organization.
• Strong understanding of IT Service Management practices, including Incident, Request, Problem, Change, Knowledge, Asset and Service Level Management.
• Experience managing Field Services, onsite IT support, workplace technologies and end-user services.
• Demonstrated ability to manage service providers and hold suppliers accountable for contractual and operational outcomes.
• Strong experience defining and managing SLAs, KPIs, service reviews and continuous improvement plans.
• Strong financial, resource, and operational management capabilities.
• Proven ability to influence senior business and technology stakeholders across different countries and cultures.
• Executive-level written and verbal communication skills.
• Ability and willingness to travel throughout EMEA as required.
• Будет плюсом: ITIL 4 Foundation or advanced ITIL certification; Experience with ServiceNow ITSM, reporting, dashboards, Service Catalog, Knowledge Management and workflow automation; Experience with Digital Employee Experience platforms such as Nexthink; Experience with Microsoft 365, modern endpoint management, Intune, Windows/macOS, collaboration technologies, and enterprise workplace technologies; Experience leading technology operations within manufacturing, industrial, engineering, or other business-critical environments; Experience supporting acquisitions, divestitures, TSA exits, new-site integrations, or large-scale technology transformation; Demonstrated success implementing self-service, automation, proactive support, or AI-enabled service capabilities; Experience managing a mix of internal teams and outsourced service providers; Strong understanding of endpoint security, asset lifecycle management, CMDB/data governance, and modern Digital Workplace practices; Additional European or regional language capabilities

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