Director, IT Service Management
Core
Define ITSM platform strategy, establish support standards, and drive operational excellence for internal IT services and customers.
Role type
Director, IT Service Management
Builds
Resilient IT Operations platforms (ServiceNow, New Relic, LogicMonitor) and automated service delivery solutions
Domain
IT Operations / IT Service Management / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM strategy, ServiceNow, global team leadership, 24x7 operations management, application management policies, compliance (SOX, audit), cross-functional transformation, vendor management, AI integration
Preferred skills
Strategic roadmap development, operational efficiency optimization, cost reduction, stakeholder alignment
Technologies
ServiceNow, New Relic, LogicMonitor, AI
Responsibilities
Champion ITSM and automation capabilities across IT and business teams; Lead a team of engineers, analysts, and configuration experts; Develop and implement application management policies; Champion ITSM process adoption for enterprise applications; Define and report on key metrics for efficiency and resilience; Partner with compliance and audit teams; Lead cross-functional efforts to transform operations using AI; Manage external service provider relationships
Seniority
Director, strategic leadership & hands-on technical direction
