IT Service Management Director

Job Summary

Leading global service desk delivery, the full-time Sr. Director, Service Desk Leader will drive transformation to an AI-enabled model, manage P&L for the service desk practice, and maintain C-suite relationships across a multi-client environment.

Key responsibilities

• Oversee service desk operations ensuring consistent SLA and XLA performance while driving cost-to-serve optimization
• Partner with cross-functional teams to shape service roadmaps and support deal pursuits, influencing proprietary tooling development
• Build and develop a high-performing, geographically dispersed team to deliver innovative service solutions

Required qualifications

• 12+ years in IT service management or managed services, with 5+ years in senior delivery leadership
• Proven experience in running large-scale, global service desk operations in complex environments
• Direct P&L ownership and financial acumen in a services delivery context
• Deep ITSM expertise (ITIL v4 required) with familiarity in platforms like ServiceNow
• Bachelor's degree required; advanced degree (MBA) and ITIL Expert certification preferred