Job Title: Senior Director, Global Service Delivery
Location: New York, NY
Position SummaryWe are seeking an accomplished Senior Director, Global Service Delivery to architect, build, and lead our enterprise-wide IT support and service management functions. As a strategic partner to Technology and Business leadership, you will be responsible for creating, operationalizing, and enhancing robust support services that drive business continuity and user satisfaction across all geographies.
Your scope will encompass building and managing global Help Desk operations, overseeing technology infrastructure monitoring, and spearheading core service management functions-including incident, major incident, problem, and configuration management. You will leverage advanced ITSM platforms and cloud technologies to ensure consistent, high-quality outcomes while advancing process automation, regulatory compliance, and operational excellence. This pivotal role will also serve as a champion for transformation, driving standardization and scalability with IT Service Management, and collaborating with business leaders and vendors to elevate performance in a highly regulated Insurance environment.
Key ResponsibilitiesGlobal Strategic Leadership- Develop, implement, and evolve a unified global IT service delivery and support strategy aligned with corporate goals, technology standards, and user needs.
- Lead major organizational initiatives focusing on transformation, process improvement, and integration of service management best practices globally.
- Foster relationships and collaborate with senior stakeholders to anticipate business needs and proactively adapt the global service model.
Large-Scale Help Desk, Service Support, and Infrastructure Monitoring- Build and manage scalable, world-class Help Desk operations and Level 1/Level 2 support teams, providing efficient and effective problem resolution to end users.
- Oversee the proactive global monitoring of IT infrastructure, ensuring real-time risk mitigation and rapid incident identification and escalation.
- Drive operational consistency and excellence through standardized workflows, performance metrics, and ongoing team development.
Service Management Excellence- Lead the global execution and enhancement of key service management disciplines: Incident Management, Major Incident Management, Problem Management, Change Management and Configuration Management.
- Establish rigorous escalation procedures, root cause analysis, and service restoration protocols to minimize business impact and improve service reliability.
- Maintain robust configuration records and change controls to support operational transparency and infrastructure stability.
Technology Platform Integration and Innovation- Own the deployment, integration, and optimization of enterprise IT Service Management platforms (ServiceNow, Freshworks, or similar), building scalable workflows, dashboards, and reporting mechanisms.
- Drive platform utilization to support process automation, digital transformation, and unified service delivery across all business units and regions.
- Maintain hands-on engagement with supporting technologies, ensuring high performance in a multi-cloud, modern infrastructure ecosystem.
Vendor, Partner, and Regulatory Management- Manage strategic vendor and partner relationships - including global Managed Service Providers and specialized support vendors - ensuring contracts, SLAs, and performance targets are consistently met.
- Oversee compliance with industry regulations and reporting standards, working closely with risk, audit, and governance bodies within the insurance sector.
- Ensure vendor accountability and cost effectiveness through strong oversight and effective negotiation.
End-User Experience, Communication, and Continuous Improvement- Champion exceptional, user-centric service delivery with consistent standards for communication, engagement, and case resolution across all regions.
- Gather and analyze user and business feedback to drive ongoing improvements and address gaps proactively.
- Lead change management and professional development initiatives to foster a culture of innovation, quality, and operational agility within the global support organization.
Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Business, or a related field (Master's/advanced degree preferred).
- Minimum 12 years' progressive experience in IT service delivery or infrastructure operations, including at least 5 years in a senior leadership role with global oversight.
- Advanced ITIL certification (ITIL Expert, Managing Professional, or equivalent) required.
- Demonstrated experience building and managing global, large-scale Help Desk/support functions, technology infrastructure monitoring, and enterprise-wide service management disciplines.
- Expert-level experience with enterprise ITSM platforms such as ServiceNow, Freshworks, or similar, including hands-on platform implementation, integration, workflow design, and reporting.
- Hands-on experience with cloud infrastructure platforms (AWS, Azure, Google Cloud), supporting enterprise-scale operations.
- Strong background in vendor management, strategic leadership, and regulatory compliance in complex organizational environments.
- Exceptional leadership, stakeholder management, communication, and analytical skills, proven success influencing and collaborating across regions and cultures.
Highly Preferred- Hands-on experience implementing ITSM platforms with process design, configuration, and rollout grounded in mature service management frameworks.
- Insurance industry experience or background in other highly regulated industries (finance, healthcare).
- Familiarity with automation solutions and advanced IT operations tools to drive continuous improvement.
