Wabtec Corporation is a global leader in rail and transit technologies, providing innovative equipment, systems, digital solutions, and services that improve safety, efficiency, and sustainability across the transportation industry.

Wabtec operates in Kazakhstan around 20 years and plays an important role in the development of the country’s rail sector. Kazakhstan serves as Wabtec’s regional center of excellence for Central Asia, supporting both local operations and export markets.

The company operates the Lokomotiv Kurastyru Zauyty (LKZ) manufacturing facility in Astana, producing Evolution Series locomotives for Kazakhstan Temir Zholy (KTZ) and regional customers. In addition to manufacturing, Wabtec delivers engineering, maintenance, and long-term service solutions, supporting reliable rail operations and contributing to Kazakhstan’s role as a key hub on the Trans‑Caspian (Middle) Corridor.

Who will you be working with?

You will be a senior leader within Wabtec's Global Digital Workplace Solutions organization, responsible for leading IT Service Delivery across Europe, the Middle East and Africa.

You will partner closely with regional business and site leadership, global Digital Workplace teams, Infrastructure, Cybersecurity, Applications, ServiceNow, M&A teams, strategic suppliers, and other technology organizations to ensure employees receive reliable, secure, and effective workplace technology services.

How will you make a difference?

As EMEA IT Service Delivery Leader, you will own the regional strategy, operational performance, employee experience, and continuous improvement of Digital Workplace services across EMEA.

You will provide leadership across a geographically diverse environment, ensuring global technology standards are translated into effective regional execution while addressing the unique requirements of Wabtec's offices, engineering locations, manufacturing facilities, and other business operations.

The role will be accountable for strengthening the partnership between IT and regional business leadership, improving service performance, developing the regional organization, and driving a consistent, high-quality employee technology experience.

What will your typical day look like?

Leadership & Regional Strategy

• Define and execute the EMEA Service Delivery strategy aligned with Wabtec's global Digital Workplace strategy and business priorities.
• Serve as the senior Digital Workplace Service Delivery leader for the EMEA region.
• Translate global IT strategies, standards, and transformation initiatives into effective regional execution.
• Develop strong relationships with regional executives, business leaders, site leaders, and technology stakeholders.
• Understand emerging business requirements and ensure Digital Workplace capabilities support operational and growth objectives.
• Represent EMEA requirements, risks, opportunities, and priorities to Global Digital Workplace leadership.
• Establish a strong operating rhythm across countries and Service Delivery teams while maintaining appropriate responsiveness to local business requirements.

Service Delivery & Operational Excellence

• Provide leadership and governance for Digital Workplace Service Delivery throughout EMEA, including onsite support, Field Services, workplace technology support, end-user computing, hardware lifecycle services, and regional operational support.
• Ensure consistent delivery of services across offices, manufacturing facilities, engineering centers, and other Wabtec locations.
• Establish clear operational accountability across regional teams and suppliers.
• Monitor incidents, service requests, escalations, backlogs, asset governance, and other operational service metrics.
• Lead corrective action and continuous improvement when service performance falls below expectations.
• Ensure appropriate management of business-critical escalations and recurring service issues.
• Partner with global service owners to improve end-to-end incident, request, problem, and escalation management.

Employee Experience & Customer Focus

• Champion a customer-focused culture that prioritizes employee productivity, responsiveness, and ease of obtaining technology support.
• Build strong feedback mechanisms with employees and regional business stakeholders to identify service pain points and improvement opportunities.
• Drive improvements based on service performance data, employee feedback, digital experience insights, and business priorities.
• Promote self-service, knowledge management, proactive support, and automation to reduce employee friction.
• Ensure employees receive a consistent experience regardless of country, location, or support channel.

Performance Management & Governance

• Establish and manage regional KPIs, SLAs, operational scorecards, and service improvement plans.
• Conduct regular operational and service reviews with regional teams and strategic suppliers.
• Use ServiceNow and other Digital Workplace data to identify trends, recurring issues, demand patterns, and improvement opportunities.
• Maintain strong governance of aged incidents, service requests, assignment accuracy, asset data quality, escalations, and service performance.
• Provide concise executive reporting on service health, risks, business impact, and improvement initiatives.

Transformation, Automation & Innovation

• Drive modernization of Service Delivery through automation, proactive support, digital experience management, self-service, AI, and improved support channels.
• Identify opportunities to eliminate repetitive support activity and shift resolution closer to the employee.
• Partner with global Digital Workplace teams to deploy new capabilities consistently throughout EMEA.
• Promote adoption of modern workplace technologies and improve the effectiveness of existing technology investments.
• Ensure regional teams actively contribute ideas and participate in global continuous improvement initiatives.

Business Partnership & Stakeholder Management

• Establish trusted relationships with EMEA business executives, plant and site leaders, and functional leadership.
• Act as the primary regional escalation point for Digital Workplace service issues impacting business operations.
• Translate business requirements into actionable technology and service priorities.
• Communicate service performance, risks, improvement plans, and transformation roadmaps to senior stakeholders.
• Balance regional priorities with Wabtec's global standards, architecture, security requirements, and strategic direction.

Team Leadership & Talent Development

• Lead, coach, and develop Service Delivery Managers, support teams, and other regional Digital Workplace resources.
• Establish clear accountability, goals, and performance expectations across the regional organization.
• Build succession plans and development opportunities for high-potential employees.
• Foster collaboration and knowledge sharing across countries, regions, and global Digital Workplace teams.
• Build an inclusive, accountable, customer-focused culture centered on operational excellence and continuous improvement.
• Ensure teams maintain appropriate technical, service-management, and leadership capabilities as the workplace technology environment evolves.

Vendor, Financial & Resource Management

• Manage regional Service Delivery suppliers and partners, ensuring contractual commitments, service levels, quality, and business outcomes are achieved.
• Hold suppliers accountable for performance and drive structured remediation where services fall below expectations.
• Manage regional operational budgets, forecasts, resource requirements, and service costs.
• Identify opportunities to improve cost efficiency while maintaining or improving employee experience.
• Partner with Procurement and global service owners on supplier strategy, hardware services, support models, and contractual requirements.

M&A, Site & Business Transformation

• Lead the regional Service Delivery workstream for acquisitions, divestitures, new locations, site transitions, expansions, and other business transformation activities.
• Assess support requirements, staffing, devices, infrastructure dependencies, asset requirements, and operational readiness for newly integrated sites.
• Partner with global technology teams and program leadership to ensure successful transition into Wabtec's standard Digital Workplace operating model.
• Ensure effective handover from project teams into steady-state regional support organizations.

Security, Risk & Compliance

• Ensure regional Digital Workplace services conform to Wabtec's security policies, technology standards, controls, and regional regulatory requirements.
• Partner with Cybersecurity and global technology teams to remediate endpoint and workplace technology risks.
• Ensure operational teams consistently execute required security, asset, access, and support procedures.
• Maintain appropriate documentation, controls, and operational evidence to support audit and compliance requirements.

Major Incident & Business Continuity Leadership

• Provide executive-level regional leadership during major incidents affecting employee productivity or critical site operations.
• Coordinate across Service Delivery, infrastructure, applications, cybersecurity, vendors, and business stakeholders to restore services quickly.
• Ensure appropriate executive communication and business escalation during high-impact incidents.
• Drive post-incident reviews and ensure corrective actions address recurring operational issues.
• Support regional technology continuity and recovery planning.

What do we want to know about you?

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant experience.
• 10+ years of progressive IT experience, including substantial experience within enterprise IT Service Delivery, Digital Workplace, End User Computing, or IT Operations.
• 5+ years of people leadership experience, including leading geographically distributed teams.
• Demonstrated experience managing IT services across multiple countries within the EMEA region.
• Experience operating within a large, complex, global organization.
• Strong understanding of IT Service Management practices, including Incident, Request, Problem, Change, Knowledge, Asset and Service Level Management.
• Experience managing Field Services, onsite IT support, workplace technologies and end-user services.
• Demonstrated ability to manage service providers and hold suppliers accountable for contractual and operational outcomes.
• Strong experience defining and managing SLAs, KPIs, service reviews and continuous improvement plans.
• Strong financial, resource, and operational management capabilities.
• Proven ability to influence senior business and technology stakeholders across different countries and cultures.
• Executive-level written and verbal communication skills.
• Ability and willingness to travel throughout EMEA as required.

We would love it if you had

• ITIL 4 Foundation or advanced ITIL certification.
• Experience with ServiceNow ITSM, reporting, dashboards, Service Catalog, Knowledge Management and workflow automation.
• Experience with Digital Employee Experience platforms such as Nexthink.
• Experience with Microsoft 365, modern endpoint management, Intune, Windows/macOS, collaboration technologies, and enterprise workplace technologies.
• Experience leading technology operations within manufacturing, industrial, engineering, or other business-critical environments.
• Experience supporting acquisitions, divestitures, TSA exits, new-site integrations, or large-scale technology transformation.
• Demonstrated success implementing self-service, automation, proactive support, or AI-enabled service capabilities.
• Experience managing a mix of internal teams and outsourced service providers.
• Strong understanding of endpoint security, asset lifecycle management, CMDB/data governance, and modern Digital Workplace practices.
• Additional European or regional language capabilities.

Leadership attributes

The successful candidate will be:

• Customer focused: Relentlessly focused on the employee and business experience.
• Accountable: Takes ownership of service outcomes, not simply individual technologies or processes.
• Data driven: Uses operational and experience data to identify priorities and measure improvement.
• Collaborative: Builds effective partnerships across global technology teams, business leadership, and suppliers.
• Transformational: Challenges traditional support models and actively drives automation, self-service, and proactive support.
• Pragmatic: Balances global standardization with legitimate regional and local business requirements.
• People focused: Builds strong teams, develops future leaders, and creates clear accountability.
• Executive minded: Communicates technology issues in terms of business impact, risk, employee productivity, cost, and outcomes.

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What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.
 

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.