Our client, a leading Insurance organization, is hiring an experienced Senior Director of Global Service Delivery to join their team in New York. The successful candidate will lead and enhance enterprise-wide IT support and service management operations, as well as to be responsible for establishing scalable global standards, improving service reliability and delivering excellent user experiences.
Responsibilities
Define and deliver a consistent global IT service strategy that supports business objectives, technology standards and user needs.
Establish and lead scalable global Help Desk and Level 1/Level 2 support services across multiple regions.
Direct proactive infrastructure monitoring, ensuring incidents and operational risks are identified, escalated and addressed quickly.
Oversee enterprise-wide Incident, Major Incident, Problem, Change and Configuration Management processes.
Implement robust procedures for escalation, root cause analysis, service recovery and change control.
Lead the deployment, integration, and ongoing improvement of ITSM platforms, including ServiceNow, Freshworks or equivalent solutions.
Introduce automated workflows, dashboards, reporting and performance measures to strengthen service quality and operational visibility.
Manage global Managed Service Providers and specialist vendors against contractual obligations, SLAs, budgets and performance targets.
Collaborate with business, technology, risk, audit, and governance teams to support regulatory compliance and respond to changing requirements.
Drive service transformation, operational improvements, organizational change and team development across the global support function.
Skillset
Master’s or Bachelor’s degree in Information Technology, Computer Science, Business or a related field.
At least 12 years of progressive experience in IT service delivery or infrastructure operations, including a minimum of five years in a senior global leadership position.
An advanced ITIL certification, such as ITIL Expert, ITIL Managing Professional or an equivalent credential.
Proven success building and leading large-scale global Help Desk and enterprise technology support functions.
Extensive knowledge of Incident, Major Incident, Problem, Change and Configuration Management practices.
Significant experience implementing, integrating and improving ServiceNow, Freshworks or another enterprise ITSM platform.
Practical expertise in workflow design, platform configuration, system integrations, automation, dashboards and service performance reporting.
Experience supporting enterprise cloud environments using AWS, Microsoft Azure, Google Cloud or similar technologies.
A strong background in managing global vendors and Managed Service Providers, including SLAs, contracts, budgets, performance and regulatory requirements.
Excellent leadership, communication, analytical and stakeholder management capabilities, with the ability to influence teams across regions and cultures.
Benefits
Salary: $180k – $200k
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