Director, Service Desk Operations
Core
Strategic leadership of the enterprise Service Desk and ITSM function, ensuring alignment with business objectives and driving ServiceNow platform maturity.
Role type
Director, Service Desk Operations
Builds
Enterprise IT service delivery models, ServiceNow platform capabilities, and executive-level reporting frameworks.
Domain
IT Service Management (ITSM), Service Desk Operations, Enterprise Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM strategy, ServiceNow platform roadmap ownership, SLA/KPI framework design, team leadership, vendor management, process improvement, executive communication, organizational design
Preferred skills
AI-driven support capabilities, self-service models, emerging technology evaluation
Technologies
ServiceNow
Responsibilities
Define and execute enterprise Service Desk and ITSM strategy; Own the strategic roadmap for ServiceNow adoption; Maintain accountability for Service Desk performance and SLA adherence; Drive maturity across ITSM processes (Incident, Problem, Change Management); Define and evolve the Service Desk KPI/SLA framework; Serve as primary IT Service Desk point of contact for business units and senior leadership; Lead, mentor, and develop direct reports across operational and technical functions; Oversee vendor relationships and budget planning; Champion process improvement and automation initiatives
Seniority
Director, strategic leadership & operational accountability