Define and execute the enterprise service management framework
Maintain service catalog governance, service taxonomy, service data quality, and consistent onboarding practices for technology services
Extend enterprise service management practices beyond IT
Drive continual service improvement across the technology service portfolio
Partner with service owners to define KPIs, SLAs, XLAs, scorecards, service reviews, and reporting standards
Use service analytics to identify friction, reduce recurring issues, and improve service reliability
Own ServiceNow platform governance, adoption, data quality
Lead global service desk and executive support operations
Ensure service management processes and platforms meet applicable GxP, privacy, cybersecurity, audit, validation, and regulatory requirements

Bachelor's degree
14+ years of technology operations, service management, or service delivery leadership experience
8+ years leading within complex global organizations
Demonstrated success leading enterprise service management functions at scale
Deep experience with ServiceNow as an enterprise workflow platform
Strong command of ITSM disciplines including Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management
Experience leading global service desk, executive support, and service performance management capabilities
Exceptional executive leadership, communication, stakeholder management, vendor management, talent development, and change leadership skills
ITIL certification or equivalent service management expertise strongly preferred; ServiceNow leadership experience preferred

Executive Director – Global Technology Service Management

Key skills