Global IT Service Delivery Leader

Starr Insurance Holdings, Inc.; City of Rochester (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

Starr Insurance Holdings, Inc. seeks a Senior Director, Global Service Delivery to architect, build, and lead enterprise-wide IT support and service management across geographies.

You will drive a unified strategy, build global Help Desk operations, and oversee incident, problem, and change management while partnering with business leaders, risk, and vendors in a regulated insurance environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field (Master’s/advanced degree preferred).
• Minimum 12 years’ progressive experience in IT service delivery or infrastructure operations, including at least 5 years in a senior leadership role with global oversight.
• Advanced ITIL certification (ITIL Expert, Managing Professional, or equivalent) required.
• Demonstrated experience building and managing global, large-scale Help Desk/support functions, technology infrastructure monitoring, and enterprise-wide service management disciplines.
• Expert-level experience with enterprise ITSM platforms such as ServiceNow, Freshworks, or similar, including hands-on platform implementation, integration, workflow design, and reporting.
• Hands-on experience with cloud infrastructure platforms (AWS, Azure, Google Cloud), supporting enterprise-scale operations.

Responsibilities

• Develop, implement, and evolve a unified global IT service delivery and support strategy aligned with corporate goals, technology standards, and user needs.
• Build and manage scalable Help Desk operations and Level 1/2 support teams with effective incident resolution.
• Lead the global execution of Incident, Major Incident, Problem, Change, and Configuration Management.

Skills

ITIL certification

Global leadership

ITSM platforms

Cloud infrastructure

Vendor management

Stakeholder management

Strong communication

Bachelor's degree

Education

Bachelor’s degree in IT/CS/Business

Master’s degree preferred

Tools

ServiceNow

Freshworks

AWS

Azure

GCP

Job description

Starr Insurance Holdings, Inc. seeks a Senior Director, Global Service Delivery to architect, build, and lead enterprise-wide IT support and service management across geographies.

You will drive a unified strategy, build global Help Desk operations, and oversee incident, problem, and change management while partnering with business leaders, risk, and vendors in a regulated insurance environment.