Director of IT Service Management Operations

Lawrence Harvey; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

A leading global financial institution is seeking a Director of IT Service Management Operations to oversee IT service processes and drive operational excellence. This strategic role requires extensive ITIL knowledge and a passion for building high-performing teams in a fast-paced environment. Candidates should have over 15 years of experience in ITSM and strong leadership skills.

Qualifications

• 15+ years in IT Service Management, including significant leadership experience.
• Deep working knowledge of the ITIL framework and enterprise IT environments.
• Experience managing or optimizing ServiceNow modules across the ITSM spectrum.

Responsibilities

• Oversee the end-to-end lifecycle of core IT service processes including Incident, Change, Problem, and Release Management.
• Drive operational excellence through governance and cross-functional collaboration.
• Lead and mentor a dedicated ITSM team, promoting high standards.

Skills

Leadership

ITIL Knowledge

ServiceNow Management

Process Optimization

Education

Bachelor’s degree in IT, Computer Science, or a related field

Job description

Director of IT Service Management Operations

Director of IT Service Management Operations

Director of IT Service Management Operations

Lawrence Harvey is partnering with a leading global financial institution to identify an experienced Director of ITSM Operations to join their Americas technology group. This opportunity is ideal for a strategic leader who thrives in fast-paced, highly regulated environments and is passionate about building high-performing teams and scalable service management frameworks.

Responsibilities:

As Director of ITSM Operations, you will oversee the end-to-end lifecycle of core IT service processes including Incident, Change, Problem, and Release Management, ensuring the stability and resilience of enterprise systems. You’ll be instrumental in driving operational excellence through governance, cross-functional collaboration, and continuous improvement initiatives—particularly in optimizing ServiceNow modules and leveraging ITIL-based best practices.

Key Responsibilities:

• Lead and mentor a dedicated ITSM team, promoting high standards and team development
• Govern Incident Management processes with a focus on rapid resolution and minimal business impact
• Partner with technology teams to oversee structured Change Management, serving as a key stakeholder in CAB meetings
• Manage Release Management oversight to ensure clean, coordinated software deployments
• Shape and execute a roadmap for automation, process enhancement, and KPI tracking
• Serve as the product owner for ServiceNow’s Incident, Problem, Change, and Release modules—driving roadmap delivery and adoption
• Create and maintain a robust feedback mechanism for service improvement intake and prioritization
• Ensure compliance with internal standards and external regulatory requirements

Requirements:

• 15+ years in IT Service Management, including significant leadership experience
• Deep working knowledge of the ITIL framework and enterprise IT environments
• Experience managing or optimizing ServiceNow modules across the ITSM spectrum
• Bachelor’s degree in IT, Computer Science, or a related field

This is a high-impact, visible leadership role in a globally recognized financial institution, offering a unique chance to influence enterprise IT operations at scale. You'll work within a hybrid environment in a culture that values innovation, continuous learning, and employee well-being. Apply today!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Management

• Industries

  Financial Services, Banking, and IT Services and IT Consulting

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