{"id":3533463,"url":"https://alion.io/job/wabtec-emea-it-service-delivery-director","title":"EMEA IT Service Delivery Director","company":{"id":3350,"name":"Wabtec","domain":"wabteccorp.com","url":"https://alion.io/company/wabtec","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":89,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Astana, Kazakhstan"],"countries":["KZ"],"hiring_countries":["KZ"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":38000,"period":"year","method":"role_seniority_country_cell","sample_n":13},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-30T15:06:40Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T07:10:55Z","board_verified":false,"closed_at":"2026-11-02T07:10:55Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Wabtec Corporation is a global leader in rail and transit technologies, providing innovative equipment, systems, digital solutions, and services that improve safety, efficiency, and sustainability across the transportation industry.\nWabtec operates in Kazakhstan around 20 years and plays an important role in the development of the country’s rail sector. Kazakhstan serves as Wabtec’s regional center of excellence for Central Asia, supporting both local operations and export markets.\nThe company operates the Lokomotiv Kurastyru Zauyty (LKZ) manufacturing facility in Astana, producing Evolution Series locomotives for Kazakhstan Temir Zholy (KTZ) and regional customers. In addition to manufacturing, Wabtec delivers engineering, maintenance, and long-term service solutions, supporting reliable rail operations and contributing to Kazakhstan’s role as a key hub on the Trans-Caspian (Middle) Corridor.\n Who will you be working with?\nYou 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.\nYou 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.\nHow will you make a difference?\nAsEMEA IT Service Delivery Leader, you will own the regional strategy, operational performance, employee experience, and continuous improvement of Digital Workplace services across EMEA.\nYou 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.\nThe 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.\nWhat will your typical day look like?\nLeadership & Regional Strategy\nDefine and execute the EMEA Service Delivery strategy aligned with Wabtec's global Digital Workplace strategy and business priorities.\nServe as the senior Digital Workplace Service Delivery leader for the EMEA region.\nTranslate global IT strategies, standards, and transformation initiatives into effective regional execution.\nDevelop strong relationships with regional executives, business leaders, site leaders, and technology stakeholders.\nUnderstand emerging business requirements and ensure Digital Workplace capabilities support operational and growth objectives.\nRepresent EMEA requirements, risks, opportunities, and priorities to Global Digital Workplace leadership.\nEstablish a strong operating rhythm across countries and Service Delivery teams while maintaining appropriate responsiveness to local business requirements.\nService Delivery & Operational Excellence\nProvide 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.\nEnsure consistent delivery of services across offices, manufacturing facilities, engineering centers, and other Wabtec locations.\nEstablish clear operational accountability across regional teams and suppliers.\nMonitor incidents, service requests, escalations, backlogs, asset governance, and other operational service metrics.\nLead corrective action and continuous improvement when service performance falls below expectations.\nEnsure appropriate management of business-critical escalations and recurring service issues.\nPartner with global service owners to improve end-to-end incident, request, problem, and escalation management.\nEmployee Experience & Customer Focus\nChampion a customer-focused culture that prioritizes employee productivity, responsiveness, and ease of obtaining technology support.\nBuild strong feedback mechanisms with employees and regional business stakeholders to identify service pain points and improvement opportunities.\nDrive improvements based on service performance data, employee feedback, digital experience insights, and business priorities.\nPromote self-service, knowledge management, proactive support, and automation to reduce employee friction.\nEnsure employees receive a consistent experience regardless of country, location, or support channel.\nPerformance Management & Governance\nEstablish and manage regional KPIs, SLAs, operational scorecards, and service improvement plans.\nConduct regular operational and service reviews with regional teams and strategic suppliers.\nUse ServiceNow and other Digital Workplace data to identify trends, recurring issues, demand patterns, and improvement opportunities.\nMaintain strong governance of aged incidents, service requests, assignment accuracy, asset data quality, escalations, and service performance.\nProvide concise executive reporting on service health, risks, business impact, and improvement initiatives.\nTransformation, Automation & Innovation\nDrive modernization of Service Delivery through automation, proactive support, digital experience management, self-service, AI, and improved support channels.\nIdentify opportunities to eliminate repetitive support activity and shift resolution closer to the employee.\nPartner with global Digital Workplace teams to deploy new capabilities consistently throughout EMEA.\nPromote adoption of modern workplace technologies and improve the effectiveness of existing technology investments.\nEnsure regional teams actively contribute ideas and participate in global continuous improvement initiatives.\nBusiness Partnership & Stakeholder Management\nEstablish trusted relationships with EMEA business executives, plant and site leaders, and functional leadership.\nAct as the primary regional escalation point for Digital Workplace service issues impacting business operations.\nTranslate business requirements into actionable technology and service priorities.\nCommunicate service performance, risks, improvement plans, and transformation roadmaps to senior stakeholders.\nBalance regional priorities with Wabtec's global standards, architecture, security requirements, and strategic direction.\nTeam Leadership & Talent Development\nLead, coach, and develop Service Delivery Managers, support teams, and other regional Digital Workplace resources.\nEstablish clear accountability, goals, and performance expectations across the regional organization.\nBuild succession plans and development opportunities for high-potential employees.\nFoster collaboration and knowledge sharing across countries, regions, and global Digital Workplace teams.\nBuild an inclusive, accountable, customer-focused culture centered on operational excellence and continuous improvement.\nEnsure teams maintain appropriate technical, service-management, and leadership capabilities as the workplace technology environment evolves.\nVendor, Financial & Resource Management\nManage regional Service Delivery suppliers and partners, ensuring contractual commitments, service levels, quality, and business outcomes are achieved.\nHold suppliers accountable for performance and drive structured remediation where services fall below expectations.\nManage regional operational budgets, forecasts, resource requirements, and service costs.\nIdentify opportunities to improve cost efficiency while maintaining or improving employee experience.\nPartner with Procurement and global service owners on supplier strategy, hardware services, support models, and contractual requirements.\nM&A, Site & Business Transformation\nLead the regional Service Delivery workstream for acquisitions, divestitures, new locations, site transitions, expansions, and other business transformation activities.\nAssess support requirements, staffing, devices, infrastructure dependencies, asset requirements, and operational readiness for newly integrated sites.\nPartner with global technology teams and program leadership to ensure successful transition into Wabtec's standard Digital Workplace operating model.\nEnsure effective handover from project teams into steady-state regional support organizations.\nSecurity, Risk & Compliance\nEnsure regional Digital Workplace services conform to Wabtec's security policies, technology standards, controls, and regional regulatory requirements.\nPartner with Cybersecurity and global technology teams to remediate endpoint and workplace technology risks.\nEnsure operational teams consistently execute required security, asset, access, and support procedures.\nMaintain appropriate documentation, controls, and operational evidence to support audit and compliance requirements.\nMajor Incident & Business Continuity Leadership\nProvide executive-level regional leadership during major incidents affecting employee productivity or critical site operations.\nCoordinate across Service Delivery, infrastructure, applications, cybersecurity, vendors, and business stakeholders to restore services quickly.\nEnsure appropriate executive communication and business escalation during high-impact incidents.\nDrive post-incident reviews and ensure corrective actions address recurring operational issues.\nSupport regional technology continuity and recovery planning.\nWhat do we want to know about you?\nBachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant experience.\n10+ years of progressive IT experience, including substantial experience within enterprise IT Service Delivery, Digital Workplace, End User Computing, or IT Operations.\n5+ years of people leadership experience, including leading geographically distributed teams.\nDemonstrated experience managing IT services across multiple countries within the EMEA region.\nExperience operating within a large, complex, global organization.\nStrong understanding of IT Service Management practices, including Incident, Request, Problem, Change, Knowledge, Asset and Service Level Management.\nExperience managing Field Services, onsite IT support, workplace technologies and end-user services.\nDemonstrated ability to manage service providers and hold suppliers accountable for contractual and operational outcomes.\nStrong experience defining and managing SLAs, KPIs, service reviews and continuous improvement plans.\nStrong financial, resource, and operational management capabilities.\nProven ability to influence senior business and technology stakeholders across different countries and cultures.\nExecutive-level written and verbal communication skills.\nAbility and willingness to travel throughout EMEA as required.\nWe would love it if you had\nITIL 4 Foundation or advanced ITIL certification.\nExperience with ServiceNow ITSM, reporting, dashboards, Service Catalog, Knowledge Management and workflow automation.\nExperience with Digital Employee Experience platforms such as Nexthink.\nExperience with Microsoft 365, modern endpoint management, Intune, Windows/macOS, collaboration technologies, and enterprise workplace technologies.\nExperience leading technology operations within manufacturing, industrial, engineering, or other business-critical environments.\nExperience supporting acquisitions, divestitures, TSA exits, new-site integrations, or large-scale technology transformation.\nDemonstrated success implementing self-service, automation, proactive support, or AI-enabled service capabilities.\nExperience managing a mix of internal teams and outsourced service providers.\nStrong understanding of endpoint security, asset lifecycle management, CMDB/data governance, and modern Digital Workplace practices.\nAdditional European or regional language capabilities.\nLeadership attribute...","description_format":"text","description_chars":14682,"description_truncated":true,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Kazakhstan","iso":"KZ","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Rail Transport","Industrial 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