Senior Group Director, Tech Service Excellence & Operations

Role responsibilities

The Senior Group Director will define and execute the US Service Excellence strategy and transform operational support into a strategic differentiator. This role involves modernizing service delivery through automation and enhancing the employee experience across various technology services.

Requirements

Candidates should have 10+ years of leadership experience in enterprise IT service delivery and 5+ years leading ServiceNow-enabled IT Service Management capabilities. Strong executive communication skills and a disciplined, data-driven approach to service levels and continuous improvement are essential.

Key skills

ServiceNow, ITSM, ITIL, Service Desk, Incident Management, Problem Management, Change Management, Knowledge Management, IT Asset Management, Logistics Operations, Endpoint Provisioning, Automation, Data Analysis, Vendor Management, Customer Experience, Operational Excellence

Keywords

ServiceNow, ITSM, ITIL, Service Desk, Incident Management, Problem Management, Change Management, Knowledge Management, IT Asset Management, Logistics Operations, Endpoint Provisioning, Automation, Data Analysis, Vendor Management, Customer Experience, Operational Excellence, Microsoft 365, Salesforce, AI, Cybersecurity, Procurement, Cloud, Virtual Support, Technical Debt Management, Continuous Improvement, Hospitality, Retail, Luxury, Employee Experience, Operational Risk