Title: Associate Director - Digital Enterprise ServicesLocation: Philadelphia, PA (3 days a week in office)This role owns the vision, strategy, governance, and performance outcomes of the enterprise Service Desk, ensuring it operates as FMC's trusted, experience led front door for all Digital and OT adjacent support intake. Success in this role is defined by service reliability, user confidence, transparency, and measurable experience outcomes, not by direct people leadership.
Operating within a vendor led delivery model, this role focuses on service integration, performance optimization, and continuous improvement, ensuring that outsourced support services deliver consistent, secure, and business aligned outcomes across FMC's global Digital landscape.
Function Overview:Core Accountabilities & Industry CapabilitiesEnterprise Service Desk Strategy & Ownership- Serve as the single accountable owner for the enterprise Service Desk operating model, including vision, roadmap, scope, and value proposition.
- Define and evolve FMC's enterprise help desk strategy aligned to Digital, Security, and business priorities.
- Lead service maturity uplift using ITIL v4 / ITSM practices, including incident, request, problem, and knowledge management.
- Establish the Service Desk as a true Single Point of Contact (SPOC) for Digital support, ensuring consistent intake, triage, escalation, and coordination across domains.
Strategic Partner & Vendor Governance Leadership- Act as FMC's primary liaison and governance lead with the strategic managed service partner(s) providing:
- Application support
- Infrastructure & end-user computing services
- Security operations support (intake, coordination, and communication)
- Operate within a SIAM-aligned (Service Integration and Management) model to ensure multi-tower services function as a cohesive ecosystem.
- Establish and enforce service governance frameworks, including:
- SLAs, XLAs, and experience-based performance measures
- Operational scorecards and executive dashboards
- Root cause analysis, corrective action plans, and service improvement initiatives
- Ensure vendors meet contractual, financial, operational, and security expectations while driving continuous service quality improvement.
- Partner with Finance and Digital leadership to ensure services are cost-effective, scalable, and value-aligned.
Digital User Experience & Experience-Led Support- Own the end-to-end Digital Support Experience, including ease of engagement, speed to resolution, quality of communication, and business confidence.
- Champion the transition from ticket-centric metrics to experience-centric outcomes using XLAs and sentiment-driven insights.
- Ensure support interactions reinforce trust, transparency, and predictability, especially during high-impact incidents and enterprise outages.
- Drive adoption of digital enablement capabilities, including:
- Self-service and knowledge management
- Automated intake and routing
- AI-assisted support and AIOps-enabled insights (where applicable)
Operational Insight, Performance & Continuous Improvement- Maintain real-time visibility into service health, operational performance, and systemic risk trends.
- Analyze support data to identify:
- Recurring incidents and problem candidates
- Service gaps and process inefficiencies
- Experience degradation and business impact
- Translate operational metrics into clear, executive-level insights, recommendations, and decisions, not just reports.
- Lead enterprise problem management efforts in partnership with Infrastructure, Application, Security, and OT teams.
- Continuously evolve Service Desk capabilities in line with enterprise scale, complexity, and risk posture.
Cross-Functional Leadership & Stakeholder Engagement- Partner closely with:
- Infrastructure & Operations
- Application & ERP platform teams
- Cybersecurity, Risk, and Compliance
- Field Services and site operations
- Ensure support services are context-aware for critical enterprise platforms (e.g., ERP, manufacturing systems, security tooling).
- Own incident communication and service transparency, including executive-level updates during major incidents.
- Serve as a trusted advisor to Digital leaders on service readiness, resilience, and experience maturity.
Required Capabilities & Experience- 8+ years of experience in IT Service Management, Digital Operations, or Technology Service Delivery
- Bachelors Degree or Equivalent Experience
- Demonstrated success operating within a managed services / outsourced Service Desk model
- Strong background in:
- Vendor governance and performance management
- Influencing outcomes without direct authority
- Cross-tower service integration (applications, infrastructure, security)
- Proven ability to analyze data, identify trends, and drive measurable service and experience improvements
- Experience supporting complex, multi-domain enterprise environments
- Some International Travel
