Director of Service Management

Job Summary

Leading a multi-disciplinary team, the full-time salaried Director of Service Management will oversee operational execution, delivery governance, and release integrity of services across the Global Services portfolio while engaging with customers and ensuring service performance aligns with commitments.

Key Responsibilities

• Lead and develop a team of Operational Service Delivery Managers, Project Managers, and Release Managers, fostering a culture of operational discipline and continuous improvement
• Serve as the senior operational liaison, ensuring alignment between delivery execution and customer expectations across all regions
• Own the maturity roadmap for Service Delivery and Release Management, establishing standard processes and driving operational excellence

Required Qualifications

• Bachelor's degree in IT, Engineering, Operations, Business, or a related discipline (or equivalent experience)
• 10+ years of experience in service delivery, program management, or technology operations within complex enterprise environments
• 5+ years in a senior leadership role managing multi-disciplinary operational or delivery teams
• Demonstrated success in leading delivery and operations functions through process and governance improvements
• Deep knowledge of ITIL practices, particularly in Incident, Problem, Change, and Release Management