Engagement Delivery Director

HEXAWARE • United States,

9d • Remote

About The Position

We are seeking a senior ITSM leader with 20+ years of experience to build, mature, and govern enterprise ITIL processes across a global, multi-customer environment. The ideal candidate has proven expertise in Major Incident, Change, Problem, and Service Request Management; has deployed ITSM from the ground up; leads large, geographically distributed teams; and has deep Service Transition experience for onboarding new customers.

Requirements

• 20+ years of experience
• Proven expertise in Major Incident, Change, Problem, and Service Request Management
• Experience deploying ITSM from the ground up
• Experience leading large, geographically distributed teams
• Deep Service Transition experience for onboarding new customers

Responsibilities

• Define and own the ITSM strategy, operating model, and policy framework.
• Establish governance (CAB/eCAB, process councils), SLAs/OLAs, and compliance standards.
• Align ITSM roadmap with business outcomes and contractual commitments.
• Design and run a 24x7 major incident framework, including severity definitions, communications, and rapid recovery playbooks.
• Serve as executive incident commander as needed; drive root-cause eradication and post-incident reviews.
• Chair/oversee CAB and eCAB; enforce risk-based change controls.
• Improve change success rate while reducing deployment lead times; integrate with CI/CD where applicable.
• Implement proactive and reactive problem management; prioritize chronic issues.
• Drive permanent fixes, defect elimination, and trend-based prevention.
• Build and maintain a business-aligned service catalog and request workflows.
• Optimize fulfillment through automation, self-service, and knowledge management.
• Lead end-to-end transition: due diligence, solution design, transition planning, knowledge transfer, tooling configuration, process deployment, and hypercare.

Benefits

• Excellent growth opportunities
• Chances to collaborate with highly visible customers
• Chances to work alongside bright brains
• Perfect work-life balance
• Access to a vast array of tools that enhance, revolutionize, and advance professional profile
• Wide array of programs to help expand skills and supercharge careers

What This Job Offers

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