Bill & Melinda Gates Foundation
about 7 hours ago
The Foundation
We are the largest nonprofit fighting poverty, disease, and inequity around the world. Founded on a simple premise: people everywhere, regardless of identity or circumstances, should have the chance to live healthy, productive lives. We believe our employees should reflect the rich diversity of the global populations we aim to serve. We provide an exceptional benefits package to employees and their families which include comprehensive medical, dental, and vision coverage with no premiums, generous paid time off, paid family leave, foundation-paid retirement contribution, regional holidays, and opportunities to engage in several employee communities. As a workplace, we’re committed to creating an environment for you to thrive both personally and professionally.
The Team
The Regional IT Service Manager will be part of the Global Support Services team, a distributed team responsible for delivering high-quality IT support experiences across all regions.• Global IT Support Teams – for escalations, alignment on service standards, and implementation of enterprise-wide solutions.
• Regional Site IT Leads and Technicians – to ensure consistent service delivery, hands-on support, and local responsiveness.
• Cross-Functional Partners – including Facilities, AV, Security, and Procurement to support initiatives involving infrastructure, onboarding, office moves, and tool adoption.
• IT Project Managers and Engineers – during deployments, pilots, and technology refresh.
• Vendors and Local Suppliers – to manage procurement, ensure delivery logistics, and maintain vendor performance against SLAs.
This is a high-visibility role that acts as the regional face of IT, representing both the needs of end users and the standards of the global IT organization.
Application Deadline: 6/5/25
Your Role
The Regional IT Service Manager is responsible for the overall management, support, and optimization of all IT-related activities and resources at their assigned Foundation office/affiliate locations. This includes the oversight of local IT infrastructure, the coordination of global and regional IT initiatives, and the provision of technical support to the local user base. While the Regional Office/Affiliate Support Manager plays a key role in all IT-related activities, their level of ownership over each initiative will vary, often working in collaboration with Seattle based Technical Service Owners, IT/Facilities Project Managers or external vendors.
The resources in these roles will have a balance of technical expertise and leadership capabilities, enabling them to manage daily IT operations while driving pivotal initiatives. They are expected to act as the key IT point of contact for the site and ensure that IT services align with both local needs and foundation objectives.
The Regional IT Service Manager reports to the Senior Manager, Information Technology Management
What Youll do
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 sites 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.
Relevant certifications (strongly preferred):
ITIL FoundationV4 Certification
CompTIA A+ / Network+ / Security+
Microsoft Certified: Modern Desktop Administrator Associate
Project Management Certification (PMP, PRINCE2, or CAPM)
Other Attributes
Excellent stakeholder engagement, particularly across different regions and cultures
Strong analytical and troubleshooting skills
Ability to communicate complex technical issues clearly to non-technical users
Ability to travel 25 30% of the time.
Must be able to legally work in the country where this position is located without visa sponsorship.
Hiring Requirements
As part of our standard hiring process for new employees, employment will be contingent upon successful completion of a background check.
Candidate Accommodations
If you require assistance due to a disability in the application or recruitment process, please submit a request here.
Inclusion Statement
We are dedicated to the belief that all lives have equal value. We strive for a global and cultural workplace that supports ever greater diversity, equity, and inclusion — of voices, ideas, and approaches — and we support this diversity through all our employment practices.
All applicants and employees who are drawn to serve our mission will enjoy equality of opportunity and fair treatment without regard to race, color, age, religion, pregnancy, sex, sexual orientation, disability, gender identity, gender expression, national origin, genetic information, veteran status, marital status, and prior protected activity.