IT Services Regional Manager – Site Support & Help Desk Services
Lead our regional IT service delivery and empower our Shared Services Center: Drive operational excellence, cross-border leadership, and high-touch support across the Americas.
At Nouryon, our global team takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.
We are looking for an experienced IT Services Regional Manager to lead regional IT site support and help desk operations across the Americas, acting as the senior on-site IT leader for our Mexico City Shared Services Center (SSC). Does that sound like you?
About the job
Based in Mexico City, you will ensure reliable IT service delivery across multiple countries, manage a distributed team of technicians and help desk staff, and partner with the India IT Shared Services Center lead to deliver follow-the-sun support for Nouryon enterprise systems.
In your future role as IT Services Regional Manager you will:
- Lead Team Management: Manage, mentor, and develop site support technicians, help desk analysts, and team leads across the Americas, ensuring multi-time-zone shift coverage.
- Provide SSC IT Site Leadership: Serve as the senior on-site IT leader and primary escalation point for the Mexico City SSC, ensuring high availability aligned with business-critical cycles.
- Oversee Service Delivery & Operations: Monitor help desk and on-site support operations, ensure SLA compliance, manage major incidents, and oversee hardware lifecycle management.
- Drive Process Improvement: Standardize processes across sites using ITIL/ITSM best practices and automate workflows to align with global IT-Digital Operations standards.
- Manage Stakeholders & Budgets: Track regional KPIs (SLA, CSAT, resolution time), act as the primary IT contact for site leadership, and own the Americas IT support budget.
- Handle Strategic Projects: Coordinate IT support for site expansions, relocations, and transformations while navigating country-specific labor and procurement rules.
We believe you bring
- Education: Bachelor’s degree in IT, Computer Science, or related field (Master’s degree is a plus for Director level).
- Experience: 8+ years in IT support/service operations with 4+ years in management (Director level typically requires 10+ years and prior multi-country leadership at scale).
- Domain Knowledge: Proven leadership of distributed, multi-site/multi-country IT teams, ideally supporting a Shared Services Center or high-availability back-office operation.
- Technical & Framework Skills: Strong knowledge of ticketing systems (ServiceNow, Jira Service Management, Zendesk), desktop OS, Active Directory, and ITIL framework experience.
- Language: Bilingual English/Spanish required with business-level fluency (Portuguese is a plus).
Great if you have:
- Multi-country budget and vendor contract management experience.
- ITIL v4 Foundation certification or higher.
- Project management certifications (PMP) or prior exposure to executive stakeholders.
We believe you are...
- A cross-cultural leader with strong executive presence and the ability to mentor and develop distributed teams.
- A trusted business partner who acts as an advisor rather than just a support manager.
- A data-driven decision-maker capable of handling crisis and incident management across time zones with high adaptability.
We offer you
At Nouryon, we offer meaningful work, friendly coworkers, and benefits that go beyond salary. You will join an international and inclusive environment that provides continuous learning opportunities and the chance to make a regional impact from day one.
Have we got your interest?
- This is a permanent, full-time position based in Mexico City, Mexico (hub location), reporting to the VP of IT-Digital Operations. This opportunity requires regular travel across the Americas (25%–50%, including international travel).
- Please apply via our online recruitment system. We will not accept applications via e-mail. Once it's with us we will review to see if we have a match between your skills and the role!
- For more information about our hiring process, visit: nouryon.com/careers/how-we-hire/
We look forward to receiving your application!
About Nouryon
We’re looking for tomorrow’s Changemakers, today.
#WeAreNouryon #GrowWithUs
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