Job Description

Job Summary

The Senior Manager, Regional IT Service Management, Americas is responsible for driving IT service performance, operational excellence, and continuous improvement across the region. Serving as the primary IT Operations liaison for regional stakeholders, this role provides a consolidated view of service quality, performance, risks, trends, customer experience, and improvement priorities while ensuring consistent adoption of global IT service management (ITSM) standards, SLA/KPI frameworks, governance processes, and toolsets.

This role coordinates major incidents and recurring operational issues across Kabi, Fresenius Digital Technologies (FDT), and external service providers, ensuring effective escalation management, stakeholder communication, and accountability among service owners, technical teams, and vendors. The role maintains strong alignment with regional business and IT leaders, represents regional requirements within global governance forums, and drives measurable service improvements without creating regional silos or duplicative solutions. Additionally, the Regional Service Manager ensures new and enhanced services are operationally ready and sustainably transitioned into the region through effective planning, deployment, and handover activities.

*This position requires working onsite in Lake Zurich 3 days per week; remaining days may be worked remotely.

*This position is not eligible for visa sponsorship either now or in the future.

• Salary Range: $155,000-170,000.
• Position is eligible to participate in an annual bonus plan with a target of 14% of the base salary.
• Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities.
• Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most. Benefits offered include a 401(k) plan with company contributions, paid vacation, holiday and personal days, employee assistance program, and health benefits to include medical, prescription drug, dental and vision coverage.

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.