Senior Global IT Service Delivery & Transformation Leader

Oscar; New York (NY); On-site; USD 210,000 - 320,000; Full time

Job summary

Oscar Associates Limited (US) seeks a Senior Director of Global Service Delivery to lead enterprise IT support, service management and infrastructure operations across a global organization. Build and manage global Help Desk, drive ITSM maturity and own core ITIL disciplines.

The role partners with Technology and Business leadership, oversees vendors and MSPs, and drives standardization, automation, and service excellence in a highly regulated environment. Strong executive presence is essential.

Qualifications

• 12+ years of progressive experience in IT service delivery, ITSM, infra operations or enterprise tech support.
• 5+ years of senior leadership experience with global/large-scale tech ops.
• Proven track record building and managing enterprise Help Desk and support orgs.
• ITIL certification (Managing Professional / Expert) or equivalent.
• Experience with ServiceNow, Freshworks or similar ITSM platforms.
• Hands-on ITSM platform implementation, workflow design, integrations, dashboards and reporting.
• Experience supporting enterprise cloud environments (AWS, Azure, Google Cloud).
• Strong vendor/MSP management, contracts, SLAs, and service performance.
• Experience in regulated enterprise environments.
• Excellent executive stakeholder management, communication and leadership.

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 1/2 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 reporting.
• Lead implementation and integration of ITSM platforms such as ServiceNow or Freshworks.
• Design scalable workflows, dashboards, reporting and automation across ITSM.
• Support enterprise cloud operations across AWS, Azure, Google Cloud.
• Manage relationships with MSPs, technology vendors and partners.
• Ensure regulatory/compliance alignment with Risk, Audit and Security teams.

Skills

IT leadership

Stakeholder management

ITIL certification

Vendor management

Strategic planning

Team leadership

Education

Bachelor's degree in Information Technology / Computer Science / Business or related

Master's degree or advanced qualification

Tools

ServiceNow

Freshworks

Job description

Oscar Associates Limited (US) seeks a Senior Director of Global Service Delivery to lead enterprise IT support, service management and infrastructure operations across a global organization. Build and manage global Help Desk, drive ITSM maturity and own core ITIL disciplines.

The role partners with Technology and Business leadership, oversees vendors and MSPs, and drives standardization, automation, and service excellence in a highly regulated environment. Strong executive presence is essential.