Sr Director Service Delivery

About the role

Lead global IT Service Delivery and Infrastructure Operations, overseeing Help Desk, L1/L2 support, infrastructure monitoring, and service management functions.

Responsibilities

• Build and manage large-scale Help Desk, L1/L2 support, and infrastructure monitoring functions.
• Drive Incident, Major Incident, Problem, Change, and Configuration Management processes.
• Implement, integrate, and optimize ServiceNow, Freshworks, or similar ITSM platforms, including workflow design, automation, dashboards, and reporting.
• Manage vendor/MSP relationships, SLA governance, and regulatory compliance.
• Lead operational transformation initiatives, preferably within insurance or other highly regulated industries.
• Standardize and scale service delivery across regions, ensuring consistent performance and stakeholder satisfaction.

Requirements

• Proven leadership of global IT Service Delivery and Infrastructure Operations organizations.
• Advanced ITIL certification (ITIL Expert, Managing Professional, or equivalent).
• Hands‑on experience with enterprise cloud environments (AWS, Azure, and/or Google Cloud).
• Strong vendor/MSP management, SLA governance, and regulatory compliance background.
• Exceptional leadership, stakeholder management, communication, and change‑management skills.

Pay

Salary range: $170,000 – $200,000 + bonus.