IT Service Management Director

Job Summary

Seeking a senior IT Service Management Director for a remote, full-time position, who will build, mature, and govern enterprise ITIL processes across a global, multi-customer environment while leading large, geographically distributed teams.

Key responsibilities

• Define and own the ITSM strategy, operating model, and policy framework, ensuring alignment with business outcomes
• Design and run a 24x7 major incident management framework, serving as executive incident commander as needed
• Lead end-to-end service transition for new customer onboarding, including due diligence, solution design, and process deployment

Required qualifications

• 20+ years of experience in IT Service Management, with expertise in Major Incident, Change, Problem, and Service Request Management
• Proven track record of deploying ITSM from the ground up in a multi-customer environment
• Experience leading large, geographically distributed teams
• Deep knowledge of Service Transition processes and governance standards
• Strong background in automation and optimizing service request workflows