Director - Service Management

Job Summary

We are looking for a visionary and execution-focused Director of Service Management to lead the transformation of service operations in a modern, digital-first environment. This is not a traditional service management role. Were seeking a leader who can reimagine how service management functionsfocusing on customer journeys, observability, and proactive operations through AIOps.

You will be responsible for evolving core ITSM processes (incident, problem, change, knowledge management, etc.) with strong alignment to ITIL v4, while embedding automation, intelligence, and empathy into every aspect of service delivery. This role demands a blend of strategic vision, technical depth, and operational excellence, with a strong orientation toward DevOps, platform engineering, and digital service management.

Responsibilities

• Lead the global service management function, driving maturity across core ITIL processes (IPC, knowledge, request, etc.) with a focus on customer experience and business outcomes.

• Define and execute a roadmap for modernizing service management using observability, AIOps, and automation.

• Champion a shift from ticket-centric operations to journey-centric service delivery, enabling proactive and predictive support.

• Build and scale capabilities for real-time incident response, root cause analysis, and continuous improvement.

• Partner with SRE, platform, and product teams to embed service management into engineering workflows and DevOps pipelines.

• Drive adoption of service metrics and KPIs (MTTR, MTTD, incident volume trends, etc.) to inform decisions and improve reliability.

• Lead service reviews, post-incident analysis, and executive reporting with clarity and empathy.

• Foster a culture of ownership, transparency, and continuous learning across distributed teams.

• Advocate for digital service management practices that integrate seamlessly with modern cloud-native architectures and agile delivery models.

Qualifications

• 15+ years of experience in IT operations, service managementwith 5+ years in leadership roles.

• Deep understanding of ITIL v4 principles and practical experience implementing IPC and related processes at scale.

• Strong technical background with exposure to observability platforms (e.g., Datadog, Splunk, Grafana), AIOps tools, and incident response automation.

• Experience working in DevOps-oriented environments, with a strong grasp of CI/CD, platform engineering, and agile delivery.

• Proven ability to lead in a globally distributed environment, balancing speed with empathy and operational rigor.

• Experience working closely with engineering, product, and platform teams to drive service excellence.

• Exceptional communication and stakeholder management skills, with the ability to influence across levels.

• A mindset that embraces change, innovation, and the future of digital service delivery.