About the Role

As the Director of IT Service Management, you will play a leading role in defining the ITSM platform strategy and establishing IT product support standards across the organization. You will drive the adoption of ITSM practices to deliver operational excellence and maximize the value of the ITSM platform. You will champion the evolution of service delivery, ensuring all IT services are aligned with business needs and that all support activities adhere to established best practices and compliance requirements.

Responsibilities

- Champion ITSM and automation capabilities partnering with other IT and business teams such as End User Services, HR, Legal, Finance and Real Estate.

- Lead a team of skilled engineers, analysts and configuration experts harnessing the collective power of an impactful team.

- Develop and implement comprehensive application management policies and procedures to optimize service delivery and drive operational excellence.

- Champion the adoption of ITSM processes across all enterprise business applications to ensure consistency, reliability, and security.

- Define, own, and report on key metrics to track and communicate progress toward increasing efficiency, service maturity, and resilience.

- Partner with compliance, legal, SOX and audit teams to track, report and ensure compliance metrics for critical business operations

- Lead sophisticated cross functional efforts to transform operations and drive automation leveraging cutting-edge technologies including AI to drive efficiency and realize significant cost savings





- Manage relationships with external service providers and vendors to ensure continuous improvement of service quality in a cost-effective manner.

- Partner with audit and compliance teams to track, report on, and ensure process adherence for all critical IT operations, maintaining an audit-ready posture.

About You

Basic Qualifications

- 8+ years of leadership experience in IT Service Management or Business Application Service Delivery in a large global organization.

- 8+ years of experience leading globally distributed teams that support a 24x7 operations model.

- 8+ years of hands-on experience with Service Now

- 15+ years of technical experience in IT software development and operations.

Other Qualifications

- Demonstrated experience leading the transformation of IT Operations practices, processes, and capabilities over time in a large-scale environment, with a strong understanding of ITSM practices and the ability to articulate implementation strategies.
- Proven ability to develop, gain alignment to, and implement a strategic roadmap in a cross-functional organization.
- Excellent organizational and collaboration skills with the ability to navigate changing priorities and manage multiple projects simultaneously.
- Excellent verbal and written communication and interpersonal skills, with the ability to articulate technical solutions to a variety of audiences and across multiple levels of the organization.
- Strong analytical and problem-solving skills, with a strong focus on delivering exceptional user experiences through technology.

📌 Director, IT Service Management (India)
🏢 Workday
📍 India