ServiceNow Director - ITSM

Alldus; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Alldus seeks a Senior Director to lead and transform enterprise-wide IT support and service management for a global organisation. You will drive scalable, high-quality IT services, partnering with technology and business leadership across regions to achieve operational excellence.

You will own the global service delivery strategy, manage ITSM processes, and drive optimization of ServiceNow and related platforms while aligning with regulatory and risk requirements in a highly regulated

Qualifications

• 8+ years in IT service delivery, infrastructure operations or equivalent.
• 2+ years in a senior leadership role leading global teams across regions.
• Proven enterprise ITSM experience with ServiceNow.
• Strong vendor management and stakeholder engagement with transformation capabilities.

Responsibilities

• Define and execute the global IT service delivery strategy, covering Help Desk, Level 1/2 support, and infrastructure monitoring.
• Oversee Incident, Major Incident, Problem, Change and Configuration Management processes.
• Optimize ServiceNow or similar ITSM platforms, automate workflows and generate reports.
• Lead strategic transformation initiatives for standardisation, scalability and process improvement.
• Manage technology vendors and MSPs, SLAs and performance metrics.
• Partner with senior stakeholders to improve user experience, reliability and business continuity.
• Ensure delivery aligns with regulatory, risk, and governance requirements in a regulated environment.

Skills

IT service delivery

ServiceNow

Vendor management

Stakeholder engagement

Transformation

Leadership

Tools

ServiceNow

Job description

We are looking for an experienced Senior Director to lead and transform enterprise-wide IT support and service management functions for a global organisation. This is a senior leadership position focused on delivering scalable, high-quality IT services, driving operational excellence and partnering with technology and business leadership across multiple regions.

What will you be doing:

• Lead the global IT service delivery strategy, including Help Desk, Level 1/2 support, infrastructure monitoring and IT service management
• Oversee Incident, Major Incident, Problem, Change and Configuration Management processes
• Drive ServiceNow or similar ITSM platform optimisation, automation, workflow development and reporting
• Lead global transformation initiatives focused on standardisation, scalability, process improvement and operational excellence
• Manage strategic technology vendors, Managed Service Providers, SLAs and performance
• Partner with senior business and technology stakeholders to improve user experience, service reliability and business continuity
• Ensure service delivery aligns with regulatory, risk and governance requirements within a highly regulated environment

Experience:

• 8+ years’ progressive experience in IT service delivery, infrastructure operations or a similar environment, with 2+ years in a senior leadership position
• Proven experience leading global IT support/service delivery organisations across multiple regions
• Strong enterprise ITSM experience with ServiceNow
• Strong vendor management, stakeholder engagement and transformation experience