Director of Service Delivery

Proven leadership of global IT Service Delivery and Infrastructure Operations organizations.

Experience building and managing large-scale Help Desk, L1/L2 support, and infrastructure monitoring functions.

Strong in Incident, Major Incident, Problem, Change, and Configuration Management.

Expert knowledge of ServiceNow, Freshworks, or similar ITSM platforms, including implementation, integration, workflow design, automation, dashboards, and reporting.

Advanced ITIL certification such as ITIL Expert, Managing Professional, or equivalent.

Hands-on experience with enterprise cloud environments, including AWS, Azure, and/or Google Cloud.

Strong vendor/MSP management, SLA governance, regulatory compliance, and operational transformation experience, preferably within insurance or another highly regulated industry.

Exceptional leadership, stakeholder management, communication, and change-management skills, with the ability to standardize and scale service delivery across regions.