Director - GIO End User Services - Americas

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company's activities since its creation in 1902. Air Liquide's ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.

The Director - GIO End User Services - Americas will lead the team responsible for delivering all GIO End User Services (EUS) to all users in the Americas. The user base supported is approximately 25,000 users spanning throughout North and South America Specifically, the Director - GIO End User Services - Americas is responsible for delivering the following scope of services: Service Desk, Onsite End User Support, End to End IT Request Management, Asset Management, PC/CUW Image, Thin Client/Chromebook, Mobile Device Management, Enterprise Store, PC Software Packaging and Distribution, Digital Workplace (Kite), and Managed Print Services. Although responsible for the delivery of these services, in many instances the direct delivery of the services will be managed by other teams which will be accountable to the Director - GIO End User Services - Americas.

CandidatesmusthavevalidemploymentauthorizationintheU.S.andmustnotrequirevisasponsorshipnoworinthefuture.Thispositionisnotopenfornon-immigrantvisasponsorship.

Responsibilities:

• Strategic Leadership:

  • Develop and implement a regional EUS strategy that aligns with global objectives and supports Air Liquide's business goals.

  • Create and maintain a 3-5 year EUS Hub Roadmap.

  • Collaborate with global EUS Hub Managers to establish standards and best practices.

  • Identify opportunities for expanding EUS services and driving innovation.

• Service Delivery Excellence:

  • Oversee the delivery of all EUS services within the Americas region, including Service Desk, Onsite Support, IT Request Management, Asset Management, and more.

  • Optimize service delivery processes and implement effective governance.

  • Monitor and report on operational performance, using data to drive continuous improvement.

  • Manage relationships with vendors and ensure service level agreements are met.

• Team Leadership and Development:

  • Lead, coach, and mentor a team of employees and vendor personnel.

  • Foster a culture of customer service, innovation, and accountability.

  • Identify training needs and facilitate upskilling initiatives.

• Financial Management:

  • Manage and report on the EUS Hub budget, ensuring financial performance aligns with targets.

  • Drive cost optimization and efficiency improvements.

Qualifications:

• Education: University degree in Information Technology, Business, or a related field preferred, high school diploma required.

• Experience: 10-15 years of related work experience in IT service delivery and management.

• Technical Skills: Strong understanding of IT infrastructure, service delivery frameworks (ITIL), and relevant technologies.

• Leadership Skills: Proven ability to build, manage, and motivate high-performing teams.

• Communication Skills: Excellent verbal and written communication skills. Bilingual in French and English required; knowledge of Spanish and/or Portuguese a plus.

• Other: Experience managing outsourcing vendors and global teams.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.