EMEA IT Service Delivery Director at Wabtec

Job description

Who will you be working with? You will be a senior leader within Wabtec's Global Digital Workplace Solutions organization, responsible for leading IT Service Delivery across Europe, the Middle East and Africa. You will partner closely with regional business and site leadership, global Digital Workplace teams, Infrastructure, Cybersecurity, Applications, ServiceNow, M&A teams, strategic suppliers, and other technology organizations to ensure employees receive reliable, secure, and effective workplace technology services. How will you make a difference? As  EMEA IT Service Delivery Leader , you will own the regional strategy, operational performance, employee experience, and continuous improvement of Digital Workplace services across EMEA. You will provide leadership across a geographically diverse environment, ensuring global technology standards are translated into effective regional execution while addressing the unique requirements of Wabtec's offices, engineering locations, manufacturing facilities, and other business operations. The role will be accountable for strengthening the partnership between IT and regional business leadership, improving service performance, developing the regional organization, and driving a consistent, high-quality employee technology experience. What will your typical day look like? Leadership & Regional Strategy 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. Service Delivery & Operational Excellence 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. Employee Experience & Customer Focus 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. Performance Management & Governance Establish and manage regional KPIs, SLAs, operational scorecards, and service improvement plans. Conduct regular operational and service reviews with regional teams and strategic supplier