Sr Director Service Delivery

Phaxis; New York (NY); On-site; USD 150,000 - 200,000; Full time

Job summary

Phaxis seeks a proven leader to guide global IT service delivery and infrastructure operations from its New York area presence. The role emphasizes scalable incident and change governance, with hands-on oversight of major incidents and service monitoring.

The ideal candidate combines ITIL expertise with cloud experience across AWS/Azure/GCP, and strong vendor management to drive standardized, efficient service across regions.

Qualifications

• Experience leading global IT service delivery and infrastructure operations.
• Proven ability to scale service delivery across regions and manage vendors/MSPs.
• Strong governance, regulatory compliance, and SLA management in regulated environments.

Responsibilities

• Provide strategic leadership for L1/L2 support and infrastructure monitoring.
• Oversee incident, major incident, problem, change, and configuration management.
• Drive ITSM platform implementations, integrations, and workflow design.
• Lead stakeholder communications and change-management initiatives.

Skills

Leadership

Incident management

Major incident management

Problem management

Change management

Configuration management

Stakeholder management

Communication

Change-management

Education

ITIL Expert or equivalent

Tools

ServiceNow

Freshworks

Job description

Proven leadership of global IT Service Delivery and Infrastructure Operations organizations.

Experience building and managing large-scale Help Desk, L1/L2 support, and infrastructure monitoring functions.

Strong in Incident, Major Incident, Problem, Change, and Configuration Management.

Expert knowledge of ServiceNow, Freshworks, or similar ITSM platforms, including implementation, integration, workflow design, automation, dashboards, and reporting.

Advanced ITIL certification such as ITIL Expert, Managing Professional, or equivalent.

Hands-on experience with enterprise cloud environments, including AWS, Azure, and/or Google Cloud.

Strong vendor/MSP management, SLA governance, regulatory compliance, and operational transformation experience, preferably within insurance or another highly regulated industry.

Exceptional leadership, stakeholder management, communication, and change-management skills, with the ability to standardize and scale service delivery across regions.