Director, IT Support Services

About You – experience, education, skills and accomplishments

• Bachelor’s degree or equivalent practical experience.
• 15 years of relevant experience in IT support services, workplace support or service management.
• Experience leading global, 24×7 IT support operations across multiple regions.
• Experience leading multiple teams through managers and team leads.
• Strong expertise in IT service management, operational performance, stakeholder management and service transformation.

It would be great if you also have:

• ITIL 4 certification or an equivalent service management qualification.
• Experience with ServiceNow ITSM, including request automation and virtual agent capabilities.
• Experience supporting mergers, acquisitions, divestitures or transition service agreements.
• Experience managing a NOC or similar operations center
• Knowledge of digital employee experience tools and XLA-based measurement.

What will you be doing in this role?

• Lead the global IT Service Center and Workplace Support teams, delivering reliable 24×7 support across remote and on-site channels.
• Own the Workplace Support strategy, operating model and multi-year service and technology roadmap.
• Define enterprise IT service management standards and own key measures, including SLA compliance, first-contact resolution and routing accuracy.
• Drive automation, self-service, AI-assisted support and the transition of managed-service-provider scope into the in-house organization.
• Lead support readiness for M&A and colleague lifecycle events while managing talent, budgets, vendors, governance and global resourcing.

About the team

• The function combines the global IT Service Center and Workplace Support teams.
• Teams operate through a 24×7 follow-the-sun model across APAC, EMEA and the Americas.
• The organization supports Clarivate colleagues through remote and on-site channels.
• The role reports to the Senior Director, Digital Workplace Services.
• The position leads multiple teams through managers and team leads.

Hours of Work

• Full-time role, Requires collaboration across APAC, EMEA and the Americas.
• Flexibility is needed to support global 24×7 operations when required.

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.