Sr. Director Global Service Delivery

Alldus International Consulting Ltd; New York (NY); Sur place; USD 180 000 - 200 000; Plein temps

Avantages offerts par ce poste

Salary: $180k - $200k

Résumé du poste

Alldus International Consulting Ltd. is partnering with a leading Insurance organization in New York to recruit a Senior Director of Global Service Delivery. You will guide enterprise IT support, establish scalable global standards and elevate user experiences.

You will oversee ITSM, incident and change processes, vendor management, automation, and dashboards to strengthen service quality while ensuring regulatory compliance. Strong ITIL expertise and leadership are essential.

Qualifications

• Progressive IT service delivery experience across regions.
• Experience with ITSM and service delivery metrics.
• ITIL certification and global vendor management experience.

Responsabilités

• Define and deliver a global IT service strategy.
• Lead global Help Desk across regions.
• Direct incident, major-incident, problem, change, and configuration management.
• Oversee ITSM platforms like ServiceNow or similar.
• Improve service quality with dashboards and automation.
• Manage global vendors and MSPs to meet SLAs and budgets.
• Ensure regulatory compliance across teams and regions.
• Drive transformation and team development.

Connaissances

ITIL

Global leadership

ServiceNow

ITSM platforms

Vendor management

ITIL processes

Cloud environments

Automation

Dashboards

Stakeholder management

Communication

Formation

Master/Bachelor in IT

Description du poste

Our client, a leading Insurance organization, is hiring an experienced Senior Director of Global Service Delivery to join their team in New York. The successful candidate will lead and enhance enterprise-wide IT support and service management operations, as well as to be responsible for establishing scalable global standards, improving service reliability and delivering excellent user experiences.

Responsibilities

• Define and deliver a consistent global IT service strategy that supports business objectives, technology standards and user needs.

• Establish and lead scalable global Help Desk and Level 1/Level 2 support services across multiple regions.

• Direct proactive infrastructure monitoring, ensuring incidents and operational risks are identified, escalated and addressed quickly.

• Oversee enterprise-wide Incident, Major Incident, Problem, Change and Configuration Management processes.

• Implement robust procedures for escalation, root cause analysis, service recovery and change control.

• Lead the deployment, integration, and ongoing improvement of ITSM platforms, including ServiceNow, Freshworks or equivalent solutions.

• Introduce automated workflows, dashboards, reporting and performance measures to strengthen service quality and operational visibility.

• Manage global Managed Service Providers and specialist vendors against contractual obligations, SLAs, budgets and performance targets.

• Collaborate with business, technology, risk, audit, and governance teams to support regulatory compliance and respond to changing requirements.

• Drive service transformation, operational improvements, organizational change and team development across the global support function.

Skillset

• Master's or Bachelor's degree in Information Technology, Computer Science, Business or a related field.

• At least 12 years of progressive experience in IT service delivery or infrastructure operations, including a minimum of five years in a senior global leadership position.

• An advanced ITIL certification, such as ITIL Expert, ITIL Managing Professional or an equivalent credential.

• Proven success building and leading large-scale global Help Desk and enterprise technology support functions.

• Extensive knowledge of Incident, Major Incident, Problem, Change and Configuration Management practices.

• Significant experience implementing, integrating and improving ServiceNow, Freshworks or another enterprise ITSM platform.

• Practical expertise in workflow design, platform configuration, system integrations, automation, dashboards and service performance reporting.

• Experience supporting enterprise cloud environments using AWS, Microsoft Azure, Google Cloud or similar technologies.

• A strong background in managing global vendors and Managed Service Providers, including SLAs, contracts, budgets, performance and regulatory requirements.

• Excellent leadership, communication, analytical and stakeholder management capabilities, with the ability to influence teams across regions and cultures.

Benefits

• Salary: $180k - $200k