IT Director – IT Service Management, Quality Assurance

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Define and spearhead the global ITSM strategy, governance framework, and continuous improvement roadmap.

• Oversee ITIL-aligned practice governance encompassing Service Portfolio Management, Incident Management, Problem Management, Change Enablement, Request Fulfilment, Service Catalogue, Knowledge Management, CMDB/Configuration, IT Asset Management, Service Level Management, and Continual Improvement.

• Elevate ITIL process maturity throughout the global IT landscape.

• Enhance the quality and performance of IT services on a global scale.

• Lead governance of the BMC Helix platform, including roadmap development, configuration standards, access controls, integrations, workflow automation, reporting, data quality, upgrades, and prioritization of enhancements.

• Establish service quality metrics, dashboards, KPIs, and executive-level reporting for ITSM performance and platform health.

• Improve CMDB accuracy and advance service mapping maturity.

• Manage ITSM and BMC Helix budgets, vendor relationships, contracts, performance expectations, escalations, and cost-benefit analyses.

• Foster partnerships across IT, business units, security, infrastructure, applications, regional organizations, and external vendors.

• Ensure that ITSM processes and BMC Helix configurations uphold compliance, auditability, role-based access, data integrity, and operational risk management.

• Drive improvements in automation, reduce cycle times, and lower operating costs utilizing AI, chatbots, virtual agents, and customer-accessible knowledge management.

⛳️ Requirements

• A minimum of a Bachelor’s degree in computer science, Information Systems, Business Administration, or a related discipline is required.

• Over 10 years of IT leadership experience, including substantial ITSM, IT Operations, Service Delivery, or platform governance experience.

• More than 5 years of experience in people leadership, particularly with global or distributed teams.

• Strong expertise in ITIL/ITSM with proven experience in owning or enhancing enterprise ITSM practices.

• Familiarity with enterprise ITSM platforms; experience with BMC Helix is highly preferred.

• Demonstrated experience with service quality metrics, SLAs/OLAs, reporting, CMDB/configuration management, service catalogue, automation, and continuous improvement.

• Experience in managing budgets, vendor relationships, contracts, and interactions with senior stakeholders.

🏝️ Benefits

• Remote work arrangements

• Career development support

• Equal opportunity and diversity, equity, and inclusion initiatives

• Sustainability initiatives