Sr Director Service Delivery

Phaxis; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Phaxis is seeking an senior IT Service Delivery Leader to steer global operations across IT service delivery, incident, problem, and change management. You will drive standardized processes, dashboards, and automation across regions.

The role requires hands-on experience with ServiceNow or Freshworks, strong ITIL background, and cloud platforms (AWS, Azure, Google Cloud). You will manage vendors, ensure regulatory compliance, and lead transformation initiatives to improve SLA governance and

Qualifications

• Experience leading global IT service delivery and infrastructure operations.
• Experience building large-scale Help Desk and L1/L2 support.
• Expert ITSM platform knowledge with automation, dashboards, and reporting.
• Cloud hands-on with AWS, Azure, or Google Cloud.
• ITIL Expert or equivalent certification.
• Strong vendor/MSP management and SLA governance.
• Ability to standardize service delivery across regions.

Skills

Leadership

IT Service Delivery

Infrastructure Operations

Incident Management

Change Management

Configuration Management

ServiceNow

Freshworks

AWS

Azure

Google Cloud

Vendor Management

SLA Governance

Regulatory Compliance

Operational Transformation

Stakeholder Management

Communication

Education

ITIL Expert

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.