Director, IT Service Management and Field Operations (Global / HQ Chicago)

Morgan Street Holdings • Chicago, IL

4d • $190,000 - $210,000 • Hybrid

About The Position

The Director, IT Service and Field Operations will lead the global end user service experience across tms, overseeing Field Service Operations and IT Service Management capabilities across the Americas, Europe, and Asia. This role combines operational leadership with the opportunity to continuously improve and modernize how technology services are delivered and experienced across the organization. The ideal candidate brings strong operational discipline, a thoughtful approach to change leadership, and a passion for creating reliable, high-quality employee technology experiences at scale. This leader will play a key role in evolving service operations toward a more proactive, capability-oriented model while driving measurable improvements in service performance, operational effectiveness, and user experience.

Requirements

• 10–15 years of progressive IT leadership experience, with significant experience in Field Services, ITSM, or Service Operations
• Proven success leading global, multi-region service delivery organizations
• Strong experience managing outsourced vendors and strategic service providers in complex enterprise environments
• Experience owning and managing multi-million dollar operational and technology budgets
• Demonstrated success leading organizational change, service modernization, and operational maturity initiatives
• Exceptional communication and leadership presence, with the ability to engage effectively at both executive and technical levels
• Strong operational discipline with a focus on measurable outcomes, service quality, and continuous improvement
• Experience defining and leveraging KPIs, metrics, and reporting to improve service performance and operational transparency
• Collaborative leadership style with the ability to partner effectively across infrastructure, engineering, security, and business teams
• High degree of ownership, maturity, and accountability, with the ability to lead through complexity and ambiguity

Nice To Haves

• Bring a thoughtful and balanced approach to transformation, modernization, and change leadership
• Continuously improve the employee technology experience through strong service operations and partnership
• ITIL v4 Foundation certification or higher
• ServiceNow platform experience
• PMP or related operational leadership certifications
• Experience evolving organizations toward capability-oriented operating models

Responsibilities

• Lead a globally distributed Field Service Operations and ITSM organization across the Americas, Europe, and Asia, including regional FSO managers and an ITSM manager in Europe
• Drive a consistent, high-quality end user service experience across all regions and support models
• Serve as the escalation leader for end user services while acting as a strong advocate for employees and business stakeholders
• Partner closely with engineering and infrastructure teams to ensure operational readiness for new technologies, initiatives, and deployments
• Own ITSM capabilities end-to-end, including Incident, Problem, Change, and Request Management
• Drive the maturity, adoption, and consistency of ServiceNow as the system of record for service operations
• Establish measurable service performance standards, operational KPIs, and reporting that improve transparency and support data-driven decision making
• Build a clear and credible narrative around service quality, reliability, user experience, and continuous improvement
• Own operational and financial performance for key strategic service providers, including Hexaware and Orange
• Establish clear operational expectations, governance rhythms, measurable performance standards, and strong partnership models with vendors
• Manage budgets across End User Compute, ITSM, service operations, and vendor contracts
• Build and manage a multi-year capability roadmap aligned to business priorities and technology direction
• Improve visibility into operational costs and service drivers while identifying opportunities for optimization and efficiency
• Lead the continued evolution of service operations toward a more proactive, capability-oriented model through thoughtful, measurable, and sustainable improvements
• Introduce greater clarity, consistency, and operational maturity into how services are delivered and supported globally
• Lead organizational and operational change with a strong focus on communication, stakeholder alignment, and team engagement
• Develop and lead a global team of managers, individual contributors, contractors, and service providers across multiple regions and time zones
• Foster a culture grounded in accountability, partnership, continuous improvement, and genuine care for both employees and end users

Benefits

• Generous medical, dental, vision and other great benefits
• Paid parental and medical leave programs
• 401(k) with a company match component and profit sharing
• 15 days of paid time off plus company holidays
• Tuition reimbursement and student loan repayment assistance
• Inclusive employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed