Regional IT Service Manager at Gates Foundation

Stakeholder Engagement

Regional Office/Program Alignment

• Work directly with site operations/facilities managers, program heads, and other stakeholders to identify and prioritize IT needs, ensuring that technology solutions support business objectives and operational efficiency.
• Participate in local leadership meetings to represent IT and provide updates on relevant IT projects, system statuses, and upcoming changes or initiative.

Relationship, Engagement & Reporting

• Foster and sustain a collaborative partnership with service owners based in Seattle. Actively participate in targeted monthly and quarterly service level forums to gain deeper insights into key initiatives within the service area, offer constructive feedback, and ensure open communication channels regarding performance and service experience within the region
• Create and present reports on key performance indicators (KPIs) and other metrics to demonstrate the value of IT services and identify areas for continuous improvement.

End User Support Services 

•  End User Support  
• Accountable for providing first and second-line support for all local users, including solving hardware (computers, printers, mobile devices), software, and networking issues.
• Responsible for resolution of service requests, issues, and incidents logged through the helpdesk system, escalating where necessary and ensuring timely resolution.
• Root Cause Analysis
• Perform in-depth investigations to identify the root cause of recurring technical issues, documenting resolutions and implementing preventative measures to reduce future occurrences
• Asset Management & Vendor Management 

Vendor Relations  

• Be a great partner with local IT vendors and service providers, including negotiating contracts, monitoring service levels, and addressing performance issues.
• Ensure that third-party services meet both local and foundation standards for performance, security, and compliance.
• Procurement & Inventory Management  
• Manage the onsite storage, deployment, and maintenance of IT hardware and accessories for the site, ensuring that all purchases comply with approved budgets and corporate procurement policies.
• Maintain an accurate inventory of IT assets, including computers, servers, networking equipment, and software licenses. Ensure proper lifecycle management of assets, including asset tagging, decommissioning, and disposal.
• IT Projects & Initiatives  
•  Local Project Management
• Collaborate with Global Project PM’s and Technical Service Owners to oversee the implementation of IT projects at the regional office, from initial requirements gathering to planning, execution, and post-implementation reviews. Projects may include system upgrades, office refresh, software rollouts, and infrastructure expansions.
• Provide input into the design and architecture of local IT solutions, ensuring alignment with global standards and best practice.
• Technology Implementation & Testing
• Test new systems and solutions in the local environment prior to full implementation in conjunction with Global Service Owner, identifying any local-specific customizations or requirements.
• Ensure that system rollouts are well-documented and that end-users receive adequate training and support during and after implementation
• IT Operations & Maintenance  
•  Infrastructure Oversight
• Ensure the optimal performance and security of the site's IT infrastructure, including servers, network equipment, storage systems, and communication tools.
• Conduct regular audits and performance evaluations of the infrastructure in collaboration with the service owners; identifying areas for improvement and assisting with upgrades or maintenance plans.
• Monitor system logs, network traffic, and performance metrics to proactively identify and address any emerging issues, such as bandwidth bottlenecks, hardware failures, or cyber threats.
• System Updates & Patching
• Partner with technical service owners to ensure that all site systems, including operating systems, applications, and network equipment, are kept up-to-date with the latest patches and updates, in line with corporate standards and security policies.
• Compliance & Security  
• Compliance Audits  
• Conduct regular reviews and audits of IT practices at the site to ensure consistency to foundation policies, regulatory/country requirements, and industry standard processes.
• Participate in both internal and external audits (Regional/Country requirements), ensuring all necessary documentation, logs, and system configurations are up to date
• Security Monitoring & Incident Response  
• Monitor security incidents and respond to threats, breaches, or vulnerabilities. Ensure timely reporting and escalation to the global Foundation IT security teams
• Manage local IT security measures, including firewalls and user access controls, in alignment with global IT security policies.

Your Experience

• Minimum 5–7 years of progressive experience in IT service delivery, support, or infrastructure roles, including at least 2 years in a regional or multi-site capacity.
• Demonstrated experience in managing and escalating end-user support issues across diverse geographies and working with global support structures.
• Solid experience with IT asset management tools (e.g., ServiceNow, Asset Panda), including physical verification and lifecycle tracking.
• Hands-on experience coordinating and maintaining local infrastructure components such as server rooms, UPS, printers/copiers, and patching compliance 
• Demonstrable ability to collaborate with facilities, HR, security, and other multi-functional collaborators.
• Previous involvement in IT project planning and delivery, including vendor evaluation, procurement logistics, risk identification, and user adoption strategies 
• Experience supporting IT deployments, acting as hands-on support during go-live, and coordinating regional communications.
• Comfortable navigating regional business regulations, customs, and import processes 

Technical/Functional

• Proficient in troubleshooting and supporting end-user computing environments (Windows OS, M365, VPN, printers/copiers, remote tools, etc.).
• Hands-on experience with IT asset management platforms (e.g., Asset Panda) and knowledge of asset lifecycle processes including procurement, inventory, and decommissioning.
• Familiarity with infrastructure monitoring tools (e.g., Network Pilot) and escalation protocols for network and systems health.
• Working knowledge of basic network troubleshooting, patching, and server room/IDF maintenance tasks.
• Comfort with supporting hardware and software rollouts, participating in go-live events, and assisting with regional deployment logistics.
• Ability to interpret and comply with regional IT regulations and navigate customs/import processes.
• Strong understanding of ITIL practices, including incident, request, and escalation management within SLA frameworks.
• Demonstrable ability to act as a bridge between global IT strategy and regional user needs — including translating global communications into local context and relaying feedback upwards.
• Skilled at vendor coordination, including sourcing, performance tracking, and invoice validation.