Director of IT Service Management

Job Summary

A company is looking for a Director ITSM to lead the evolution of its service management capabilities.

Key Responsibilities

• Define and execute the ITSM roadmap aligned with ITIL v4 and business priorities
• Oversee service desk operations and enhance service delivery through automation and performance management
• Ensure compliance with security standards and support audit readiness initiatives

Qualifications & Experience

• 10+ years of experience in IT Service Management or IT Operations
• 5+ years in leadership roles managing service desk or IT operations teams
• Strong understanding of ITIL v4 frameworks and service management best practices
• Experience with modern workplace technologies (Azure, M365, Intune)
• ITIL v4 Foundation required; advanced ITIL certifications preferred