Ensure IT services are delivered effectively, efficiently, and in alignment with business needs
Lead teams and oversee ITIL-based frameworks like incident, problem, and change management
Establish performance metrics and manage service delivery
Drive continuous improvement initiatives
Develop a service catalog and ensure service level agreements (SLAs) are met
Collaborate with stakeholders to achieve IT and business goals
Implement continual improvement processes
Design and maintain enterprise service catalogs with self-service portals
Support a global user support team and manage user experience
Enable and implement technology adoption strategies.

Bachelor's Degree in Information Systems, Business, or related field required, MBA preferred
10 years of relevant/management experience
Deep knowledge of ITIL frameworks and service management tools (e.g., ServiceNow, BMC) preferred
ITIL Certification preferred
Mastery in Artificial Intelligence (AI) and data concepts
Experience with cloud services, automation, and digital transformation initiatives
Excellent communication, stakeholder engagement, and project management skills
Excellent interpersonal skills with ability to influence others at various levels
Good working knowledge of Microsoft Office
Proven problem-solving skills across a matrix organization
Highly motivated self-starter
Availability and willingness to travel on company business based on the requirements of the role (domestically and internationally).

Director, Global IT Service Management

Key skills