Sr. Director Global Service Delivery

Our client, a leading Insurance organization, is hiring an experienced Senior Director of Global Service Delivery to join their team in New York. The successful candidate will lead and enhance enterprise-wide IT support and service management operations, as well as to be responsible for establishing scalable global standards, improving service reliability and delivering excellent user experiences.

Responsibilities

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Define and deliver a consistent global IT service strategy that supports business objectives, technology standards and user needs.

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Establish and lead scalable global Help Desk and Level 1/Level 2 support services across multiple regions.

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Direct proactive infrastructure monitoring, ensuring incidents and operational risks are identified, escalated and addressed quickly.

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Oversee enterprise-wide Incident, Major Incident, Problem, Change and Configuration Management processes.

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Implement robust procedures for escalation, root cause analysis, service recovery and change control.

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Lead the deployment, integration, and ongoing improvement of ITSM platforms, including ServiceNow, Freshworks or equivalent solutions.

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Introduce automated workflows, dashboards, reporting and performance measures to strengthen service quality and operational visibility.

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Manage global Managed Service Providers and specialist vendors against contractual obligations, SLAs, budgets and performance targets.

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Collaborate with business, technology, risk, audit, and governance teams to support regulatory compliance and respond to changing requirements.

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Drive service transformation, operational improvements, organizational change and team development across the global support function.

Skillset

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Master’s or Bachelor’s degree in Information Technology, Computer Science, Business or a related field.

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At least 12 years of progressive experience in IT service delivery or infrastructure operations, including a minimum of five years in a senior global leadership position.

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An advanced ITIL certification, such as ITIL Expert, ITIL Managing Professional or an equivalent credential.

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Proven success building and leading large-scale global Help Desk and enterprise technology support functions.

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Extensive knowledge of Incident, Major Incident, Problem, Change and Configuration Management practices.

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Significant experience implementing, integrating and improving ServiceNow, Freshworks or another enterprise ITSM platform.

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Practical expertise in workflow design, platform configuration, system integrations, automation, dashboards and service performance reporting.

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Experience supporting enterprise cloud environments using AWS, Microsoft Azure, Google Cloud or similar technologies.

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A strong background in managing global vendors and Managed Service Providers, including SLAs, contracts, budgets, performance and regulatory requirements.

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Excellent leadership, communication, analytical and stakeholder management capabilities, with the ability to influence teams across regions and cultures.

Benefits

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Salary: $180k – $200k