Director of User Services

Job Summary

Leading the global end-user technology support strategy, the full-time remote Director of User Services will ensure exceptional IT experiences for employees by managing service delivery, fostering business partnerships, and overseeing vendor performance.

Key responsibilities

• Lead the strategy and continuous improvement of end-user IT support services across all locations
• Develop trusted relationships with business leaders to align technology support with operational priorities
• Oversee vendor management and performance, ensuring adherence to service level agreements and quality standards

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline
• 10+ years of progressive IT leadership experience in end-user services or IT operations
• 5+ years managing global managed service providers or outsourced IT support organizations
• Experience in regulated industries such as pharmaceuticals or healthcare preferred
• Proficiency in ITIL framework and service management best practices