Global IT Operations Delivery Manager

Lockton IT is transforming its operating model to provide consistent, high-quality IT operations services for all operating entities across the globe. This role leads global operations service delivery by partnering with regional IT teams, engineering pillars, and the global capability center to provide follow-the-sun support across three regions (APAC, EMEA, and the Americas). The Global IT Operations Delivery Manager ensures services are delivered to agreed outcomes-availability, performance, security, and customer experience-through strong governance, measurable SLAs/KPIs, and continual improvement.

The Global IT Operations Delivery Manager reports to the SVP of Global Operations and is a key member of the global IT Operations leadership team. The role is accountable for end-to-end operational service delivery across assigned regions, ensuring alignment to Global Absolutes while accommodating validated regional differences. This includes owning the operational cadence (Work Management, CAB, Major Incident Management, Problem Management, service reviews), driving cross-team execution, and ensuring seamless 24/7/365 delivery across time zones in a multi-vendor, matrixed environment.

Global IT Operations Delivery Manager responsibilities

Operational Responsibilities

• Lead day-to-day global IT operations service delivery in partnership with the global capability center and in-country IT teams (L1 in-country, L2 global capability center, L3 vendor and/or Global Architecture), ensuring clear handoffs, quality outcomes, and consistent customer experience.
• Own operational governance and service performance for global platforms (e.g., Microsoft 365, Azure, Network, Security, SD-WAN), including SLAs/OLAs, KPIs, operational reporting, and corrective actions. Ensure ITSM processes are implemented in alignment with Global Absolutes (Change/CAB, Major Incident Management, Problem Management) and drive continual improvement across all practices.
• Partner with Information Security and engineering teams to ensure consistent patching, vulnerability remediation, and audit readiness worldwide. Coordinate participation in Business Continuity (BC) and Disaster Recovery (DR) planning and exercises, ensuring operational readiness and risk controls are embedded into service delivery.
• Drive operational execution across regions by coordinating priorities, removing blockers, and aligning regional roadmaps to global strategy. Identify service delivery gaps and pain points, translate them into actionable improvement plans, and advocate for changes across regional leaders, engineering pillars, and the global capability center.
• Ensure effective coordination between in-country service desks and the global capability center, including two-way communications, knowledge transfer, ticket quality standards, and timely escalation with the right level of detail.
• Support operational financial management, including forecasting, budget tracking, and cost optimization for global operations services; partner with procurement and finance to align spend to outcomes and benefits.
• Lead monthly/quarterly service reviews with the global capability center, regions and vendors, including performance reporting, customer satisfaction insights, risks/issues, and continual service improvement (CSI) plans.

Leadership & Stakeholder Responsibilities

• Serve as an active member of IT Operations leadership, setting clear delivery expectations, removing blockers, and driving decisions and commitments required to meet service outcomes.
• Build trusted relationships with regional IT leaders and business stakeholders; ensure transparent communication on performance, risk, and improvement roadmaps, and represent operational priorities in global forums.
• Contribute to a multi-year global operations service strategy (people, process, partners, platforms) aligned to overall IT strategy and business growth.
• Coach and motivate teams through a performance-and-outcomes mindset; promote operational delivery, documentation, and knowledge sharing to improve reliability and reduce recurring incidents.
• Manage vendor and partner performance, including contract/SLA governance, escalation management, and service improvement commitments; ensure vendors deliver to agreed outcomes and operational standards.