Executive Director – Global Technology Service Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the enterprise service management framework.

• Oversee governance of the service catalog, service taxonomy, service data quality, and consistent onboarding practices for technology services.

• Expand enterprise service management practices beyond the IT department.

• Promote continual service improvement across the technology service portfolio.

• Collaborate with service owners to establish KPIs, SLAs, XLAs, scorecards, service reviews, and reporting standards.

• Utilize service analytics to pinpoint friction points, minimize recurring issues, and enhance service reliability.

• Manage the governance, adoption, and data quality of the ServiceNow platform.

• Direct global service desk and executive support operations.

• Ensure that service management processes and platforms comply with applicable GxP, privacy, cybersecurity, audit, validation, and regulatory requirements.

⛳️ Requirements

• Bachelor's degree.

• Over 14 years of experience in technology operations, service management, or service delivery leadership.

• Minimum of 8 years of leadership experience within complex global organizations.

• Proven track record of successfully leading enterprise service management functions at scale.

• Extensive experience with ServiceNow as an enterprise workflow platform.

• Strong expertise in ITSM disciplines such as Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management.

• Experience in leading global service desk, executive support, and service performance management functions.

• Outstanding executive leadership, communication, stakeholder management, vendor management, talent development, and change leadership abilities.

• ITIL certification or equivalent service management expertise is strongly preferred; experience in ServiceNow leadership is also preferred.

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• 401(k).

• FSA/HSA.

• Life Insurance.

• Paid Time Off.

• Wellness.