ServiceNow Director - ITSM

Alldus; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Alldus is seeking an experienced Senior Director to lead enterprise IT support and service management across a global organisation. The role focuses on scalable, high-quality IT services, operational excellence, and strong collaboration with technology and business leadership across regions.

You will drive global IT service delivery strategy, governance, and transformation initiatives, while managing vendors and ensuring regulatory compliance.

Qualifications

• 8+ years of progressive experience in IT service delivery, infrastructure operations, or similar environments.
• Experience leading global IT support/service delivery organizations across multiple regions.
• Strong enterprise ITSM experience with ServiceNow and vendor management.

Responsibilities

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

Skills

IT service delivery

Leadership

Vendor management

ITSM

ServiceNow

Stakeholder engagement

Operational excellence

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