Americas Digital Transformation Operations Lead

Job's mission

ASM is evolving Global IT into Global Digital Transformation (GDT), with a stronger focus on business partnership, digital transformation, modern technology foundations, data, AI and measurable business value.

The AMER Digital Transformation Operations Lead reports to the Chief Digital Transformation Officer and leads regional digital operations across ASM locations in Arizona, Oregon, New Jersey, Idaho and Texas. The role leads the Americas GDT organization and is accountable for reliable onsite support, operational continuity and employee experience across offices, manufacturing sites, warehouses and labs.

You will set the direction for Americas site digital operations, lead the regional team and turn operational and site-related demand into reliable, practical technology services. You will balance day-to-day performance with longer-term improvements that increase employee productivity, strengthen resilience and eliminate recurring friction across the region.

You will own the relationship with Americas site and regional leaders and advocate for the region’s priorities, risks and outcomes across GDT. Working global GDT teams - including Enterprise Applications, Digital & AI Services, Data & AI Intelligence, Cybersecurity & AI Governance, and Infrastructure & Cloud Center of Excellence - you will connect frontline needs with enterprise capabilities and drive measurable improvements across Americas sites.

You will enable the successful regional deployment and adoption of major digital initiatives by coordinating site readiness, local engagement, operational handover and sustained use across locations.

What you will be working on

Lead GDT operations across the Americas

• Lead the Americas GDT organization and deliver responsive onsite support across Arizona, Oregon, New Jersey, Idaho and Texas.
• Own regional priorities, the site-support plan, field-resource allocation, local escalation management and technology-service outcomes across the Americas.
• Ensure reliable hands-on technology support and operational continuity across offices, factories, warehouses and labs.
• Own the relationship with Americas site and regional leaders and advocate for regional priorities, risks and outcomes across GDT.
• Set resourcing levels, determine the appropriate frequency of onsite support at each location, provide surge coverage and establish clear expectations within global GDT standards.
• Drive the modernization of the Americas digital workplace by identifying opportunities to increase employee productivity, simplify ways of working and accelerate the adoption of automation, AI and digital capabilities.
• Use the site scorecard to track employee experience, service quality, adoption, operational resilience and the elimination of recurring friction, and agree corrective actions with the relevant global teams.
• Lead teams and service partners with clear roles, processes, service expectations and accountability.
• Promote a culture of ownership, service mindset, continuous learning, collaboration and accountability.

Build business partnerships and enable change

• Own the Americas operational-demand by identifying site needs and recurring friction, setting regional priorities, and route demand to the right global GDT teams, and tracking delivery through to measurable site outcomes.
• Enable successful regional deployment and adoption of major transformation initiatives, including ERP, PLM, CRM, data platforms, AI-enabled services, cybersecurity programs and digital-workplace changes.
• Champion AI-enabled ways of working across the Americas, helping employees and leaders translate emerging capabilities into practical business value.
• Coordinate site readiness, local engagement, operational handover and sustained use so new capabilities become embedded in day-to-day work across the Americas.
• Translate global change and adoption plans into practical regional actions, communications, training support and engagement activities.
• Promote the reuse of global standards, platforms, automation and knowledge across the Americas, while ensuring that genuine factory, warehouse or lab requirements are addressed.

Own digital employee experience and service quality

• Own and continuously improve the digital employee experience across Americas locations, moving beyond SLA reporting toward measurable improvements in experience, productivity and friction reduction.
• Capture the voice of the employee through feedback, service-quality insights and recurring pain points.
• Improve first-contact resolution, response quality, escalation effectiveness, user satisfaction and consistency of service quality across Americas sites.
• Turn recurring issues into measurable structural improvements through process change, automation, engineering action, knowledge improvements or user enablement.

Partner with global GDT teams to deliver outcomes across the Americas

• Partner with global GDT teams to translate Americas priorities, dependencies and escalations into clear plans and measurable outcomes.
• Partner with Enterprise Applications to ensure that major application deployments, upgrades and changes are operationally ready for Americas sites and transition successfully into support.
• Partner with Cybersecurity & AI Governance to ensure effective identity and access services for Americas sites, including joiner readiness, clear turnaround communication and timely escalation of access delays affecting operations.
• Partner with Infrastructure & Cloud Center of Excellence to ensure endpoint services and standards meet operational needs, including appropriate solutions for factories, warehouses, labs and ruggedized-use requirements.
• Partner with Change Management to activate AI adoption across the Americas by communicating the AI Literacy program, mobilizing local champions and delivering Tech Bars, clinics and adoption activities.

 Strengthen operational continuity and resilience

• Strengthen operational continuity and resilience across Americas locations.
• Provide visible leadership during service disruptions, business-critical incidents and periods of operational change.
• Ensure regional teams understand and follow requirements related to cybersecurity, identity, data protection, device compliance and responsible technology use.
• Strengthen documentation, runbooks, knowledge bases and handover practices to reduce dependency on individuals.

What we are looking for

Education

• A degree in information technology, computer science, engineering, business administration or a related field. Equivalent relevant experience will also be considered.
• Relevant training or certifications in Artificial Intelligence, IT Service Management, infrastructure or project management are preferred, but are not required.

Experience and skills

Must have (required)

• 8+ years of experience in IT Operations, Digital Workplace, Regional Site Services or Service Operations.
• Significant experience leading a team within a global organization, including internal teams, managed service providers and vendors.
• Proven experience in site support, IT service management, service quality or infrastructure operations in a global delivery model.
• Proven ability to move teams from reactive issue resolution toward proactive, data-driven and continuous-improvement-oriented operations.
• Demonstrated ability to engage site leaders, understand operational priorities, shape demand and connect local needs to enterprise solutions.
• Good financial and operational management, including budgets, contracts, capacity planning, service levels, and performance improvement.
• Business-oriented and service-minded, with a transformation view.
• Strong stakeholder engagement and influencing skills, with the credibility to challenge constructively and set realistic expectations.
• Strong continuous improvement mindset and ability to simplify complex operating models.
• High learning agility and curiosity around Artificial Intelligence, automation and digital workplace technologies.
• Calm, decisive and highly visible during incidents, with clear communication and strong follow-through.
• Comfortable operating in a fast-growing, high-demand and international environment.