Job Description

Location: New York, NY

Employment Type: Full-Time

Position Overview

We are seeking an experienced Senior Director, Global Service Delivery to lead and transform enterprise-wide IT support, service management, and infrastructure operations across a global organization.

This individual will be responsible for building and managing global Help Desk and support functions, driving ITSM maturity, overseeing infrastructure monitoring, and owning key service management disciplines including Incident, Major Incident, Problem, Change, and Configuration Management.

The role requires a senior technology leader who can combine strategic leadership with strong operational and hands-on ITSM knowledge. You will partner with Technology and Business leadership, manage global vendors and MSPs, and drive standardization, automation, scalability, and service excellence across a highly regulated environment.

Key Responsibilities

• Develop and execute a global IT service delivery strategy aligned with business and technology objectives.
• Build, lead, and continuously improve global Help Desk and Level 1/Level 2 support operations.
• Oversee global infrastructure monitoring, incident identification, escalation, and service restoration.
• Own and mature Incident, Major Incident, Problem, Change, and Configuration Management processes.
• Establish SLAs, KPIs, escalation procedures, root cause analysis, and service performance reporting.
• Lead the implementation, optimization, and integration of enterprise ITSM platforms such as ServiceNow or Freshworks.
• Design scalable workflows, dashboards, reporting, and automation across the IT service management environment.
• Support enterprise cloud operations across AWS, Azure, Google Cloud, or similar platforms.
• Lead relationships with Managed Service Providers, technology vendors, and specialist support partners.
• Ensure vendor performance against contractual obligations, SLAs, service levels, and cost expectations.
• Partner with Risk, Audit, Governance, and Security teams to maintain regulatory and operational compliance.
• Drive global standardization, process improvement, and service management transformation initiatives.
• Champion the end-user experience by improving communication, support quality, resolution times, and overall service satisfaction.
• Build, mentor, and develop high-performing service delivery teams across multiple regions.

Required Experience

• 12+ years of progressive experience across IT service delivery, ITSM, infrastructure operations, or enterprise technology support.
• 5+ years of senior leadership experience with responsibility for global or large-scale technology operations.
• Proven experience building and managing enterprise Help Desk and support organizations.
• Strong expertise across Incident, Major Incident, Problem, Change, and Configuration Management.
• Advanced ITIL certification such as ITIL Managing Professional, ITIL Expert, or equivalent.
• Strong experience with enterprise ITSM platforms such as ServiceNow, Freshworks, or similar.
• Hands-on knowledge of ITSM platform implementation, workflow design, integrations, dashboards, and reporting.
• Experience supporting enterprise cloud environments including AWS, Azure, and/or Google Cloud.
• Strong background managing MSPs, technology vendors, contracts, SLAs, and service performance.
• Experience working within regulated enterprise environments.
• Excellent executive stakeholder management, communication, leadership, and problem-solving skills.
• Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline.

Highly Preferred

• Insurance industry experience.
• Experience within financial services, healthcare, or another highly regulated industry.
• Previous ownership of a global ITSM transformation or platform implementation.
• Deep ServiceNow experience.
• Experience implementing automation across IT operations and service management.
• Master's degree or other advanced qualification.

Ideal Profile

The ideal candidate is a senior IT service delivery leader who has built and scaled global support functions rather than simply maintained an existing environment. They will understand both the strategic and technical sides of service management and be comfortable leading teams, managing vendors, partnering with executives, and driving large-scale operational transformation.

Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.

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