Director, Global IT Service Delivery
About The Position
The Director, Global IT Service Delivery provides strategic leadership for STERIS’ global IT support and service management functions. The role oversees service desk operations, ITSM processes, ServiceNow governance, and worldwide service performance, with accountability for reliable, customer-focused IT services and operational excellence through ITIL practices, automation, AI, and continuous improvement. The Director partners with IT and business stakeholders to provide scalable, efficient, business-aligned technology services across regions and business units. The position leads global service delivery strategy, operations, teams, budgets, vendors, and service performance. It develops the Global IT Service Delivery strategic roadmap, aligns initiatives with STERIS IT and business strategy, builds organizational capabilities, and promotes a high-performing, customer-focused culture. Occasional travel is expected: 10%–15% domestic and 5%–10% global.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.
- At least 12 years of experience in Information Technology.
- At least 8 years of experience leading global IT support or service delivery organizations.
- At least 5 years of experience leading enterprise ITSM programs and processes.
- At least 4 years of experience implementing the ServiceNow ITSM and ITOM platform.
- At least 4 years of experience administering, governing, and optimizing the ServiceNow ITSM platform.
- Experience managing global Service Desk operations across multiple regions and time zones.
- Experience managing large-scale service providers and outsourced support partners.
- Experience creating and managing operational budgets and vendor contracts.
- Experience leading major incident response and crisis management activities.
- Experience implementing ITIL-based service management frameworks.
- Experience presenting operational performance and strategic initiatives to executive leadership.
Nice To Haves
- ITIL Managing Professional, ITIL Expert, or ITIL Master certification.
- ServiceNow certifications.
- PMP or equivalent project management certification.
Responsibilities
- Provide strategic and operational leadership for Global Service Desk and IT Service Management functions.
- Ensure global service delivery processes are consistently executed and meet established service level targets.
- Lead enterprise-wide Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.
- Oversee Major Incident Management activities and executive communications during business-impacting events.
- Establish KPIs, OLAs, and SLAs.
- Monitor service performance and develop action plans to improve customer satisfaction and operational effectiveness.
- Drive automation, self-service capabilities, AI-assisted support technologies, and continual service improvements.
- Partner with Infrastructure, Cybersecurity, Application Support, and Business teams to resolve service delivery challenges.
- Lead ServiceNow governance related to ITSM operations and process maturity.
- Develop and maintain support operating models and global support standards.
- Develop and manage departmental operating and capital budgets.
- Provide regular reporting to IT leadership on service performance, operational health, and improvement initiatives.
- Lead a global team of managers, supervisors, analysts, and service delivery professionals.
- Foster an engaged, customer-focused, high-performing culture and promote employee engagement, collaboration, and accountability.
- Establish training and development plans to enhance leadership and technical capabilities.
- Build organizational capabilities to support future business growth and service demands.
- Develop and execute the Global IT Service Delivery strategic roadmap and align initiatives with overall STERIS IT and business strategy.
- Drive ITIL maturity across the organization and implement continuous service improvement programs focused on efficiency, quality, and user experience.
- Manage vendor relationships, contracts, service agreements, and performance reviews.
- Negotiate technology support services and licensing agreements.
- Travel occasionally, including 10%–15% domestic and 5%–10% global travel.
Benefits
- Market-competitive pay.
- Extensive paid time off and nine additional holidays.
- Healthcare, dental, and vision benefits.
- Long- and short-term disability coverage.
- 401(k) with company match.
- Maternity and paternity leave.
- Add-on benefits and discounts, including programs such as pet insurance.
- Tuition reimbursement and continuing education programs.
- Opportunities for advancement in a stable, long-term career.
- Bonus and LTI participation eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Director
