Senior Manager, Regional IT Service Management

Job Summary

Responsibilities

Regional service performance and reporting

• Monitor end-to-end service performance across the region using agreed data, dashboards and SLA/KPI definitions.
• Identify recurring incidents, backlogs, capacity or availability risks, data-quality gaps and negative trends in customer experience.

Business and stakeholder alignment

• Act as the main IT Operations contact and escalation partner for regional IT and business stakeholders.
• Run practical regional service reviews that lead to clear decisions, actions, owners and escalation paths.

Cross-service, cross-domain and cross-provider coordination

• Coordinate issues that cross infrastructure, applications, workplace, data, security, manufacturing/OT or other service areas.
• Work with Global Service Managers on end-to-end service outcomes and with the Service Integration Manager when dependencies, major incidents or unclear ownership involve several providers.

ITSM governance and operational discipline

• Drive consistent execution of Incident, Major Incident, Problem, Request, Change, Service Level and Continuous Improvement practices across the region.
• Ensure regional teams work with the agreed service portfolio, service catalogue, ownership model and standard ITSM tools.
• Raise gaps in service definitions, process adherence, access, reporting or lifecycle visibility with the accountable Global Process Domain Owner.

Operational readiness and service transition

• Represent regional operations during transition planning, operational acceptance and go-live readiness for new or changed services.
• Before operational acceptance, make sure the support model, ownership, SLAs, monitoring, escalation paths, runbooks, knowledge, continuity requirements and provider responsibilities are clear.
• Track stabilization after go-live and make unresolved risks visible to the accountable owners.

Vendor and service-provider performance

• Provide regional facts and business context for formal vendor performance reviews led by the Vendor Management Office and the relevant service owners.
• Identify delivery gaps, recurring provider issues and failures between providers. Coordinate the operational escalation without taking over contractual ownership.

Risk, compliance and resilience

• Escalate material service, continuity, cybersecurity, audit or regulatory risks through the defined governance channels.
• Ensure regional operational needs for regulated and manufacturing environments are reflected in service reviews, support models and continuity planning.

Americas-specific focus

The Americas region covers North America, Latin America and the Caribbean, with important differences in scale, language, site profile and provider coverage. The role needs to connect major business and production locations with smaller markets, maintain one regional service view and coordinate effectively with providers and global service teams across the region’s time zones.

• Create one consolidated Americas service view while keeping important differences between North America, Latin America and the Caribbean visible.
• Coordinate escalations and service-review cadence across regional time zones and interfaces with global teams in Europe and APAC.
• Build close working relationships with regional leadership, market and production-unit/site IT, FDT leads and provider service managers.
• Make sure support models consider local language, dispatch, logistics, on-site presence and after-hours requirements while remaining aligned with enterprise standards.
• Represent the operational needs of major US and Latin American locations and regulated or manufacturing sites in service, continuity and transition governance

Job Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field, or an equivalent combination of education and experience.
• 10+ years of experience in IT Service Management, IT Operations, Service Delivery, or a related discipline within complex, multi-country environments.
• Proven experience managing service delivery across geographically dispersed organizations, including coordination of outsourced services, vendors, and multi-provider environments.
• Strong knowledge of ITIL principles, ITSM best practices, service performance management, SLA/KPI governance, service transition, and continuous improvement methodologies.
• Proficiency with enterprise ITSM platforms, service management tools, and configuration management data; ServiceNow experience preferred.
• Professional fluency in English and Spanish; Portuguese language skills are a plus.
• Willingness and ability to travel throughout the Americas region as business needs require.
• Experience supporting IT Operations or service delivery across North America and Latin America preferred.
• Understanding of manufacturing operations, regulated environments, life sciences, healthcare, pharmaceutical, or medical device industries strongly preferred.

Additional Information

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program.

Please note that joining our team does not create a guaranteed or permanent employment arrangement. All employment is at‑will, meaning both the employee and Fresenius Kabi have the right to end the employment relationship at any time, in accordance with applicable federal and state laws.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.

About Us

Fresenius Kabi is a global health care company that specializes in injectable medicines, biosimilars, and technologies for infusion, transfusion, and clinical nutrition. Our expansive portfolio of products and global network of science and manufacturing centers provide essential support for the care of critical and chronically ill patients.

With more than 41,000 employees worldwide, our dedicated team is united by our shared purpose: to put lifesaving medicines and technologies in the hands of people who care for patients – and to find answers to the challenges they face. We call this purpose caring for life.

Our U.S. headquarters is in Lake Zurich, Illinois and the company’s global headquarters is in Bad Homburg, Germany. Follow us on LinkedIn to learn more: http://bit.ly/3KdaGJr

Recruitment Fraud Alert

Fresenius Kabi is aware that scammers may attempt to impersonate our recruiters. While we have limited ability to stop these illegitimate efforts, there are some things you can do to protect yourself and not waste time communicating with an imposter.

• Check the email address – messages from our recruiters will always come from a company account with the Fresenius-kabi.com domain. We have seen imposters send emails using “Fresenius-kaabi.com” which of course includes an extra “a” in “Kabi.”

• Check our website to see if the position you were contacted about is actually posted.

• Be wary if someone asks you for personal information. We do not need your driver’s license, social security number, or bank account information before we have made you a conditional offer of employment.

• Refuse to pay any upfront fees. Fresenius Kabi never charges you a fee to apply for a job at Fresenius Kabi. We will not send you an invoice for equipment (such as a laptop) that we promise to order and reimburse you for once you start working.

If you have any questions at any stage of the process, contact us at Careers@fresenius-kabi.com. Do not use any contact information in an unsolicited email. We look forward to talking to you about joining our team.