Global Service Management Director – AI-Driven Ops
ICANN
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Job summary
ICANN is seeking a Senior Director, Service Management to define and implement a comprehensive enterprise Service Management strategy. You will govern service catalogs, ownership models, and governance, while modernizing delivery with automation and AI-enabled capabilities across global operations.
The role collaborates with Product Management, Infrastructure, Security, and Enterprise Architecture to ensure services meet business priorities, performance targets, and exceptional user experiences
Qualifications
- 15+ years of IT leadership, Service Management or related fields.
- Experience establishing enterprise Service Management organizations, service catalogs, and governance.
- Proven success with AI-enabled service management and automation.
- Strong stakeholder management and executive communication skills.
- Bachelor's degree required; MBA preferred.
Responsibilities
- Define and lead the enterprise Service Management strategy, operating model, and governance framework.
- Oversee the Engineering & IT Service Catalog, service ownership, and SLIs.
- Drive modernization via automation and AI-enabled capabilities.
- Build a globally integrated service model with cross-functional collaboration.
- Establish performance metrics and executive dashboards.
Skills
Education
Tools
Job description
ICANN is seeking a Senior Director, Service Management to define and implement a comprehensive enterprise Service Management strategy. You will govern service catalogs, ownership models, and governance, while modernizing delivery with automation and AI-enabled capabilities across global operations.
The role collaborates with Product Management, Infrastructure, Security, and Enterprise Architecture to ensure services meet business priorities, performance targets, and exceptional user experiences
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