Position SummaryThe Director, Global IT Service Delivery provides strategic leadership for STERIS' global IT support and service management functions, overseeing service desk operations, ITSM processes, ServiceNow governance, and service performance worldwide. You will be accountable for delivering reliable, customer-focused IT services, driving operational excellence through ITIL best practices, and leading continuous improvement initiatives that leverage automation and AI. You will partner closely with IT and business stakeholders to ensure scalable, efficient, and business-aligned technology services across all regions and business units.
What You'll Do As a Director, Global IT Service Delivery- Provides strategic and operational leadership for the Global Service Desk and IT Service Management functions.
- Ensures global service delivery processes are consistently executed and meet established service level targets.
- Leads enterprise-wide Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.
- Oversees Major Incident Management activities and executive communications during business-impacting events.
- Establishes Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and Service Level Agreements (SLAs).
- Monitors service performance and develops action plans to improve customer satisfaction and operational effectiveness.
- Drives automation, self-service capabilities, AI-assisted support technologies, and continual service improvements.
- Partners with Infrastructure, Cybersecurity, Application Support, and Business teams to resolve service delivery challenges.
- Leads ServiceNow governance related to ITSM operations and process maturity.
- Develops and maintains support operating models and global support standards.
- Develops and manages departmental operating and capital budgets.
- Provides regular reporting to IT leadership regarding service performance, operational health, and improvement initiatives.
- Leads a global team of managers, supervisors, analysts, and service delivery professionals.
- Fosters an engaged, customer-focused, and high-performing culture.
- Establishes training and development plans to enhance leadership and technical capabilities.
- Builds organizational capabilities to support future business growth and service demands.
- Promotes employee engagement, collaboration, and accountability.
- Develops and executes the Global IT Service Delivery strategic roadmap.
- Aligns service delivery initiatives with the overall STERIS IT and business strategy.
- Drives ITIL maturity across the organization.
- Implements continuous service improvement programs focused on efficiency, quality, and user experience.
- Manages vendor relationships, contracts, service agreements, and performance reviews.
- Negotiates technology support services and licensing agreements.
- Occasional domestic (10%-15%) and global (5%-10%) travel.
The Experience, Skills and Abilities NeededRequired:
- Bachelor's Degree in Information Technology, Computer Science, Business Administration, or related discipline.
- Minimum 12 years of experience in Information Technology.
- Minimum 8 years of experience leading global IT support or service delivery organizations.
- Minimum 5 years of experience leading enterprise ITSM programs and processes.
- Minimum of 4 years' experience implementing ServiceNow ITSM and ITOM platform.
- Minimum of 4 years of experience of administration, governance, and optimization of ServiceNow ITSM platform.
- Experience managing global Service Desk operations across multiple regions and time zones.
- Experience managing large-scale service providers and outsourced support partners.
- Experience creating and managing operational budgets and vendor contracts.
- Experience leading major incident response and crisis management activities.
- Experience implementing ITIL-based service management frameworks.
- Experience presenting operational performance and strategic initiatives to executive leadership.
Preferred:
- ITIL Managing Professional, ITIL Expert, or ITIL Master certification.
- ServiceNow certifications.
- PMP or equivalent project management certification.
What STERIS OffersWe value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.
Here is a brief overview of what we offer:
Market Competitive Pay
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental and Vision Benefits
Long/Short Term Disability Coverage
401(k) with a company match
Maternity and Paternity Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career
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Pay range for this opportunity is $175,000 - $187,000. This position is also eligible for bonus and LTI participation.
Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits
Open until position is filled.
If you need assistance completing the application process, please call [redacted]. This contact information is for accommodation inquiries only and cannot be used to check application status.
