James Roberts
Information Technology Service Desk Manager of North America @HelloFresh
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WORK HISTORY
Information Technology Service Desk Manager of North America @HelloFresh
ON, CA
Led the transformation of the US Service Delivery team, reducing Ticket Resolution Time from 45 hours to 55 minutes. • Spearheaded the global Helpdesk consolidation, unifying IT portals across Europe and North America. • Achieved $25M+ in annual savings through vendor renegotiations and strategic infrastructure rollouts.
EDUCATION
Heritage College and Seminary
Counseling Psychology
SKILLS
ABOUT JAMES ROBERTS
I am a results-driven IT leader with over 20 years of experience, currently overseeing IT Service Delivery for North America at HelloFresh. I specialize in transforming underperforming operations into high-efficiency, award-winning teams by balancing relentless process optimization with a \"people-first\" leadership philosophy.Throughout my tenure at HelloFresh, I have scaled IT operations across the US and Canada, managing complex global integrations and multimillion-dollar budgets. My focus is on moving IT from a reactive cost center to a proactive business partner that drives fiscal savings and operational excellence.Key Career Milestones:Operational Transformation: Orchestrated a 98% improvement in ticket resolution times (TTR), reducing averages from 45 hours to 55 minutes across North America.Fiscal Impact: Generated $25M+ in annual savings through strategic infrastructure enhancements, vendor negotiations, and lifecycle management.Global Systems Integration: Led the regional execution of the Global Helpdesk Merger, unifying disparate systems across Europe and North America to increase organizational efficiency.People-Centric Leadership: Achieved a 100% CultureAmp engagement score while mentoring team members into global leadership roles for MDM, Google, and Atlassian.Infrastructure Excellence: Improved Distribution Center (DC) uptime from 79% to 99.9%, directly supporting the scale-up of key business units like Factor.Awards & Recognition:HelloTech Hansei Award for Operational Excellence (2024): Recognized for record-setting SLA performance and engineering consistency.Global Egoless Award (2025): Awarded for cross-functional collaboration and leadership across global regions.I am passionate about building high-functioning, growth-oriented cultures that thrive under pressure. Whether navigating rapid headcount scaling or architecting global technical migrations, my goal is to deliver world-class support that empowers the business to move faster.
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