ServiceNow Director - ITSM

Alldus; New York (NY); On-site; USD 180,000 - 270,000; Full time

Job summary

Alldusis seeking an experienced Senior Director to lead enterprise IT support and service management across regions. This senior leadership role focuses on scalable, high-quality IT services, operational excellence, and partnering with technology and business leadership.

You will oversee ITSM, incident and change management, ServiceNow optimization, and vendor governance, driving standardisation, resilience and regulatory compliance across global operations.

Qualifications

• 8+ years in IT service delivery or infrastructure operations
• 2+ years in a senior leadership role
• Experience leading global IT support across regions
• Strong enterprise ITSM experience and vendor management

Responsibilities

• Lead global IT service delivery strategy for Help Desk, Level 1/2 support, and infrastructure monitoring
• Oversee Incident, Major Incident, Problem, Change and Configuration Management processes
• Drive ServiceNow or ITSM platform optimisation, automation and governance reporting
• Lead transformation initiatives for standardisation, scalability and operational excellence
• Manage strategic technology vendors and SLAs with MSPs
• Partner with senior stakeholders to improve user experience, service reliability and business continuity
• Ensure delivery aligns with regulatory, risk and governance requirements

Skills

IT service delivery

ServiceNow

Vendor management

Stakeholder engagement

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