IT Service Management Director

Job Summary

Leading the transformation of IT Service Management, the full-time Director, IT Service Management (ITSM) will establish an ITIL-aligned service tower, drive governance and operational excellence, and ensure ServiceNow serves as a reliable system for service execution and performance, with options for hybrid or remote work within specified time zones.

Key responsibilities

• Define and implement the ITSM operating model and governance processes to ensure consistent service delivery across technology towers
• Own the ServiceNow platform strategy, enhancing data governance and controls to improve data integrity and compliance
• Establish and operationalize a service catalog and performance metrics to drive continual improvement and customer experience

Required qualifications

• 10+ years of experience in IT Service Management or Technology Operations leadership within large enterprise environments
• Proven expertise in building and operationalizing ITIL-aligned practices across various ITSM functions
• Strong ServiceNow ITSM knowledge, including platform governance and workflow design
• Demonstrated success in improving CMDB and asset management outcomes
• ITIL 4 certification strongly preferred (minimum Foundation level)