Service Delivery Lead

**Service Delivery Lead**

**Description**

Textron is a global multi\-industry company whose businesses include aerospace and defense, specialized vehicles, turf care, and fuel systems\. Our portfolio includes well\-known brands such as Bell, Cessna, Beechcraft, Kautex and E\-Z\-GO\. Across our global organization, technology teams help people stay connected, productive, and ready to do their best work\.

**Lead Better Support Experiences**

Ready to take the next step into Service Delivery? This mid\-career role brings together global service desk delivery, employee experience, supplier performance, analytics, knowledge management, and AI automation\.

You will serve as a key operational lead connecting Textron’s enterprise IT teams with service desk managers, team leads, support agents, and service providers around the world\. You will guide priorities, manage escalations, maintain the knowledge bases, influence performance, and improve support across voice, live chat, virtual agents and self\-service\. The role may lead work through vendors and cross\-functional teams and is well suited to someone preparing for people management\.

You will own a practical improvement roadmap for AI bots, Knowledge management, workflows, and automation that reduces avoidable demand, improves ticket quality, and increases first\-contact and self\-service resolution\. You will set priorities, coordinate pilots, establish success measures, and promote responsible use of AI while ensuring effective human oversight and escalation\.

Textron operates four regional service desk locations through a global service provider\. Together, they support employees through multiple channels and handle approximately 5,500 contacts each month\.

+ Lead day\-to\-day service delivery coordination across regional service desks, enterprise IT teams, and service providers\.

+ Build trusted relationships with service desk managers, team leads, agents, business stakeholders, and technical service owners\.

+ Lead operational and governance reviews; set agendas, communicate decisions, assign actions, and drive timely closure\.

+ Own escalations involving service quality, recurring issues, user experience, or supplier delivery and coordinate resolution across accountable teams\.

+ Monitor SLAs, KPIs, channel adoption, backlog, first\-contact resolution, customer feedback, and automation outcomes; turn trends into action plans\.

+ Create and maintain a prioritized improvement roadmap spanning service processes, knowledge, self\-service, AI agents, and workflow automation\.

+ Lead the design, testing, rollout, and ongoing optimization of virtual agents and AI\-assisted support for common requests and incidents\.

+ Review bot and agent interactions and guide improvements to intents, prompts, routing, guardrails, knowledge sources, and escalation paths\.

+ Coordinate knowledge governance and ensure support content is clear, searchable, current, and reusable by users, service desk agents, bots, and AI agents\.

+ Coach team leads and analysts on service management practices, data\-driven improvement, executive communication, and responsible automation\.

+ Support Shift Left initiatives by moving proven solutions closer to users and front\-line teams while monitoring quality and operational risk\.

+ Provide concise performance updates, recommendations, and business cases to technical teams, IT leaders, and executives\.

+ Partner with SIAM, ServiceNow, knowledge, major incident, problem management, security, privacy, and infrastructure teams to deliver governed change\.

This role provides a direct path into service delivery management, service ownership, automation leadership, product ownership, or broader IT operations leadership\. Success requires the ability to lead through influence, coach others, make sound operational decisions, and translate service data into measurable business outcomes\.

**How the Role Partners**

+ The SIAM