Senior Director, Global Service Delivery

Senior Director, Global Service DeliveryLocation: New York, NY (Hybrid, 4 days/week onsite) | Full-timeOverviewOur client is seeking a Senior Director, Global Service Delivery to architect, build, and lead the company's enterprise-wide IT support and service management functions. Partnering with Technology and Business leadership, you'll create and improve support services that promote business continuity and a consistent user experience across all regions, leading global Help Desk operations, infrastructure monitoring, and service management processes while driving standardization, automation, regulatory compliance, and operational excellence in a highly regulated environment.ResponsibilitiesDevelop and evolve a unified global IT service delivery and support strategy aligned with company goals, technology standards, and user needs.Lead global transformation, process improvement, and service management best-practice initiatives.Build relationships with senior stakeholders, anticipate business needs, and adapt the global service model accordingly.Build and manage scalable global Help Desk and Level 1/Level 2 support teams.Oversee proactive global infrastructure monitoring, risk mitigation, incident identification, and escalation.Lead global Incident, Major Incident, Problem, Change, and Configuration Management, including escalation procedures, root-cause analysis, and service-restoration protocols.Own deployment, integration, and optimization of enterprise ITSM platforms such as ServiceNow or Freshworks, building scalable workflows, dashboards, and reporting.Promote platform use for process automation, digital transformation, and unified service delivery across business units and regions in a modern, multi-cloud environment.Manage global MSP and specialized support vendor relationships, contracts, SLAs, and performance targets, ensuring accountability and cost effectiveness.Work with risk, audit, and governance teams to oversee compliance with industry regulations and reporting standards.Establish consistent communication, engagement, and case-resolution standards across regions, and use user feedback to close service gaps.Lead change management and professional development to build a culture of innovation, quality, and operational agility.Required QualificationsBachelor's degree in Information Technology, Computer Science, Business, or a related field12+ years of progressive IT service delivery or infrastructure operations experience, including 5+ years in a senior leadership role with global oversightAdvanced ITIL certification, such as ITIL Expert, ITIL Managing Professional, or equivalentExperience building and managing global, large-scale Help Desk/support functions, infrastructure monitoring, and enterprise-wide service managementExpert experience with enterprise ITSM platforms such as ServiceNow or Freshworks, including hands-on implementation, integration, workflow design, and reportingHands-on experience with AWS, Azure, or Google Cloud supporting enterprise-scale operationsStrong vendor management, strategic leadership, and regulatory compliance experience in complex organizationsStrong leadership, stakeholder management, communication, and analytical skills, with the ability to influence across regions and culturesPreferred QualificationsMaster's or other advanced degreeITSM platform implementation experience involving process design, configuration, and rollout based on mature service management frameworksInsurance experience or experience in another highly regulated industry, such as financial services or healthcareFamiliarity with automation solutions and advanced IT operations toolsThis is a full-time position, hybrid (4 days/week onsite) in New York, NY. Candidates must be US Citizens, Green Card holders, or authorized to work on H4 EAD, L2 EAD, or TN visa.