About this role

Lead the strategy, governance, and operational delivery of enterprise IT support services
Oversee end-user support operations and IT service management processes
Ensure IT services align with organizational priorities and support operational efficiency
Drive continuous improvement and maturity of the IT service delivery model
Define and execute the IT service operations strategy and roadmap
Serve as the executive escalation point for major incidents
Own end-to-end IT service delivery performance
Lead ITSM governance across incident, problem, request, and change management processes
Build strong relationships with business and operations leaders
Oversee IT service delivery platforms and drive adoption of automation

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
10+ years of progressive experience in IT operations, service management, or end-user computing within enterprise environments
5+ years of leadership experience managing IT support functions
Proven ability to lead through scale and complexity
Strong business acumen with the ability to align IT services to operational and organizational priorities
Demonstrated experience influencing cross-functional stakeholders
Excellent analytical and problem-solving skills
Strong communication and executive presence
Demonstrated ability to lead through ambiguity

IT Service Management, Director

Key skills