Support Lead, Americas

About Us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with an additional office located in New York City. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

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About the Role:

The Support Lead, Americas is responsible for the governance, coordination, operation, and continual improvement of Dyson's global service operations capability. The role works across Service Desk, Infrastructure, Applications, Security, Data, Regional IT, Engineering teams, and strategic suppliers to ensure operational services remain available and aligned to business objectives.

The position plays a leading role in the evolution of ITSMO towards a modern AI-enabled operating model, embedding automation, predictive analytics, observability, and intelligent service management capabilities throughout operational processes. The role supports a follow-the-sun, 24x7 operating model and may require participation in on-call arrangements or coverage during peak periods, weekends, and public holidays.

The Support Lead is part of the Group IT team, which provides process and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business

Key Accountabilities

1. PEAK support
Ensure Dyson's most business-critical services remain stable, available, performant, and fully supported throughout periods of exceptional business demand, minimizing operational risk and protecting revenue, employee productivity, and customer experience.
Responsibilities include:

• Peak Readiness Planning

• Operational Command and Control

• Capacity and Performance Management

• Major Incident Management During Peak

• Supplier and Partner Coordination

• Business Stakeholder Engagement

• Monitoring, Reporting and Analytics

2. Service Operations Leadership and Governance
Responsible for day-to-day leadership of production service operations.
Responsibilities include:

• Maintain governance across service operations activities.

• Ensure operational risks are identified, owned, and managed.

• Coordinate cross-functional operational decision-making.

• Act as a senior escalation point for service issues and complaints.

• Drive operational consistency across internal and partner support functions.

• Promote operational excellence, clear ownership, and accountability.

3. Major Incident and Service Restoration Management
Ensure rapid and controlled restoration of business services during operational disruption.
Responsibilities include:

• Coordinate major incident management activities.

• Lead multi-team and multi-supplier service recovery efforts during critical incidents.

• Facilitate timely stakeholder communication during outages.

• Ensure incident ownership remains clear throughout restoration.

• Validate restoration actions, workarounds, and recovery plans.

• Drive post-incident reviews, learning, and remediation.

4. Operational Performance and Service Health
Maintain clear visibility and control of operational performance.
Responsibilities include:

• Monitor service performance, availability, and operational health.

• Review key performance indicators and service-level performance.

• Identify service degradation, recurring failure, and demand trends.

• Coordinate proactive remediation activities.

• Produce operational reporting, insights, and management information.

• Support executive and business service reviews.

5. AI-Enabled Operations and Automation
Drive adoption of automation and AI capabilities across service operations.
Responsibilities include:

• Define and prioritize an operational automation pipeline.

• Support implementation and operationalization of AIOps capabilities.

• Expand self-service, virtual agent, and knowledge automation adoption.

• Drive ticket eradication, deflection, and shift-left opportunities.

• Support automated remediation and intelligent workflow initiatives.

• Measure automation effectiveness, value realization, and operational risk.

6. Incident, Problem, Change and Request Process Governance
Ensure operational processes remain effective, controlled, and compliant.
Responsibilities include:

• Govern Incident Management execution and process exceptions.

• Drive effective Problem Management and root-cause follow-through.

• Support production Change Management decisions and operational acceptance.

• Ensure Service Request fulfilment remains efficient and user-focused.

• Identify process compliance issues and control gaps.

• Drive process maturity and continual improvement.

7. Supplier and Service Integration Management
Ensure internal teams and suppliers collaborate effectively to deliver end-to-end service outcomes.
Responsibilities include:

• Coordinate operational supplier activities and dependencies.

• Facilitate multi-supplier service restoration and decision-making.

• Challenge supplier performance, ownership, and behaviours where required.

• Support operational governance and performance reviews.

• Escalate material supplier risks and service concerns.

• Promote end-to-end service accountability across the delivery ecosystem.

8. Continual Improvement and Service Transformation
Drive ongoing improvement of service operations capabilities.
Responsibilities include:

• Identify service improvement opportunities using operational data and user insight.

• Analyze performance, incident, problem, event, and demand trends.

• Drive implementation and tracking of improvement initiatives.

• Promote predictive analytics, observability, and proactive operations.

• Support operational transformation programmes and new service introductions.

• Benchmark capabilities against leading industry practice.

Key Responsibilities

• Lead day-to-day service operations activities.

• Coordinate major incident management and service recovery.

• Govern Incident, Problem, Change, and Request processes.

• Manage operational escalations and process exceptions.

• Drive operational automation, AIOps, and AI initiatives.

• Produce operational reporting and actionable insights.

• Manage operational supplier performance and integration.

• Facilitate service reviews and governance forums.

• Support business-critical service continuity and resilience requirements.

• Drive operational excellence across global support functions.

• Promote continual improvement and service optimisation.

Key Deliverables

• Global Service Operations Reporting.

• Major Incident Governance Framework.

• Operational Performance Dashboards.

• Service Health Reviews.

• AI Operations Adoption Roadmap.

• Automation Opportunity Register and Value Pipeline.

• Service Improvement Plans.

• Operational Risk Register.

• Supplier Performance Reviews.

• Major Incident Post-Incident Review Reports.

• Executive Operational Reporting.

• Annual Service Operations Improvement Plan.

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About You:

The successful candidate should have 5+ years of global enterprise accountability in:

• IT Service Operations.

• Major Incident Management.

• Incident, Problem, Change, and Request Management.

• Service Integration and Management (SIAM).

• Supplier and vendor management.

• Operational governance and risk management.

• Enterprise service management.

• IT operations transformation.

• ServiceNow and IT service management tooling.

• Global technology support environments.

• AI-enabled service operations and automation initia