Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 54 days ago

Manager-IT Service Center

SSA Marine34 open roles

Where
Seattle, WA, USA
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager-IT Service CenterSSA Marine · Seattle, WA, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on SSA Marine's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 54 days ago

The posting

The IT Service Center Manager (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization and operating under the LIFT (Live Insights & Frictionless Technology) model. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States.

The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences.

Service Delivery & Operations

  • Lead day-to-day operations of the North America Service Center, owning queue health, backlog, SLA attainment, and customer experience across Incident, Request, Knowledge, Asset, and Access processes.
  • Drive operational consistency through standardized workflows, governance, and coordination across Service Center/Deskside, Infrastructure, Applications, and Security teams.
  • Act as the primary regional escalation point for critical operational issues and lead readiness for organizational changes, acquisitions, and major transitions.

Global Alignment & Continuous Improvement

  • Partner with the LATAM IT Service Center Manager to balance workload and coverage across regions, advancing shared queue ownership and globally standardized practices.
  • Reduce reactive demand through automation, self-service, AI-enabled support tools, and DEX insights, and lead Problem Management to eliminate recurring friction.
  • Partner with Quality & Engagement to improve service consistency, communications, knowledge quality, and customer sentiment.

People Leadership

  • Lead, develop, and manage Service Center staff through hiring, coaching, performance management, and succession planning—building leadership capability to support future team-based service ownership.
  • Foster a culture of accountability, customer-centricity, and continuous improvement.

Performance & Stakeholder Management

  • Establish and manage operational KPIs, dashboards, and business reviews; monitor trends in incidents, escalations, and customer feedback.
  • Communicate performance, risks, and improvement opportunities to leadership, and represent the Service Center in governance and transformation forums.
  • Build strong relationships with business leaders, IT teams, and operational stakeholders, serving as a trusted advisor on support operations, employee experience, and service delivery strategy.

Success Measures

  • Customer satisfaction and experience metrics.
  • SLA attainment, first contact resolution, and reduced escalation rates.
  • Reduction in recurring incidents, paired with increased automation, self-service, and Virtual Agent adoption.
  • Employee engagement, workforce capability, and demonstrated progress toward the future operating model.

Required

  • Associate degree in Information Technology, Business, or related field, or equivalent experience.
  • 7+ years in IT support, service delivery, or service management.
  • 5+ years leading technical support teams, including multi-location or distributed teams.
  • Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and working within ITIL-aligned service management environments.
  • Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model).
  • Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs.
  • Confident executive communicator, skilled in stakeholder engagement and presentation.
  • Highly skilled in coaching, mentoring, and developing team members.
  • Hands-on background with ServiceNow or a comparable enterprise ITSM platform.

Preferred

  • Bachelor's degree in Information Technology, Business, or related field.
  • ITIL v4 Foundation certification or higher.
  • Familiarity with DEX platforms, Virtual Agent technologies, automation programs, and AI-enabled support solutions.

Supervisory Responsibilities: Yes

Indicate employees supervised: Service Center/Deskside

Work environment:

  • Required job duties are normally performed in a climate-controlled office environment.
  • Exposure to computer screens.
  • The noise level in the work environment is usually moderate.

Pay Range: $125,000 - 140,000 per year

The posted compensation range is based on the applicable geographic market for the position and may vary depending on factors such as related experience and skill set. Final compensation will be determined based on these items and other relevant factors.

SSA Marine is an Equal Opportunity Employer

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against SSA Marine's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on SSA Marine's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    SSA Marine's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.