Global Director of IT Service Delivery & Operations

Phaxis; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Phaxis seeks an experienced IT Service Delivery leader to drive global operations and infrastructure management. You will oversee L1/L2 support, incident response, and governance across regions.

Expertise in ITIL, service management platforms like ServiceNow or Freshworks, and cloud environments (AWS/Azure/GCP) is required. You will standardize processes, report metrics, and manage vendors. Strong communication and change-management skills enable scalable delivery in regulated industries.

Qualifications

• Proven leadership of global IT Service Delivery and Infrastructure Operations organizations.
• Experience building and managing large-scale Help Desk, L1/L2 support, and infrastructure monitoring functions.
• Strong in Incident, Major Incident, Problem, Change, and Configuration Management.
• Expert knowledge of ServiceNow, Freshworks, or similar ITSM platforms, including implementation, integration, workflow design, automation, dashboards, and reporting.
• Advanced ITIL certification such as ITIL Expert, Managing Professional, or equivalent.
• Hands-on experience with enterprise cloud environments, including AWS, Azure, and/or Google Cloud.

Responsibilities

• Leadership of global IT Service Delivery and Infrastructure Operations.
• Build and manage large-scale Help Desk and L1/L2 support functions.
• Drive incident, problem, change, and configuration management across regions.

Skills

Leadership

Incident management

Major Incident management

Problem management

Change management

Configuration management

ITIL

ServiceNow

Freshworks

Cloud - AWS

Cloud - Azure

Cloud - GCP

Education

ITIL Expert/Managing Professional certification

Tools

ServiceNow

Freshworks

Job description

Phaxis seeks an experienced IT Service Delivery leader to drive global operations and infrastructure management. You will oversee L1/L2 support, incident response, and governance across regions.

Expertise in ITIL, service management platforms like ServiceNow or Freshworks, and cloud environments (AWS/Azure/GCP) is required. You will standardize processes, report metrics, and manage vendors. Strong communication and change-management skills enable scalable delivery in regulated industries.