1 день назад
AVP- IT Service Delivery
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
AVP- IT Service Delivery (ITSM/ServiceNow): Leading global IT service delivery operations across the US, Jamaica, and Colombia with an accent on service desk operations, workplace technology, IT asset management, governance, and operational excellence. Focus on driving ServiceNow adoption, AI and workflow automation, major incident management, executive stakeholder engagement, and continuous service transformation.
Location: Based out of the El Paso office, United States; managing services across the US, Jamaica, and Colombia.
Company
provides technology-enabled business process management and healthcare services focused on improving member and patient experiences.
What you will do
- Lead global IT Service Delivery operations across the US, Jamaica, and Colombia.
- Own service performance, customer experience, operational excellence, KPIs, SLAs, OLAs, and governance.
- Oversee 24x7 Global Service Desk, End User Services, Workplace Technology Services, and workforce planning.
- Govern IT asset lifecycle management, inventory accuracy, audits, procurement support, deployment, recovery, and disposal.
- Drive ITIL-based ITSM maturity, ServiceNow adoption, process automation, AI, Copilot, self-service, and digital workplace transformation.
- Manage budgets, vendors, operational risks, audit remediation, executive stakeholders, and geographically distributed service delivery teams.
Requirements
- 15+ years of progressive experience in IT Infrastructure and Service Delivery.
- 5+ years in senior leadership roles managing global teams.
- Extensive experience with Service Desk Operations, ITSM, IT Asset Management, Workplace Technology Services, ServiceNow, and Major Incident Management.
- Experience leading global transformation and operational excellence programs.
- Strong executive stakeholder management experience.
- Bachelor's degree in Engineering, Computer Science, Information Systems, or a related field.
Nice to have
- MBA.
- ITIL v4 Managing Professional or Expert certification.
- ServiceNow ITSM/HAM certification.
- Lean Six Sigma or process improvement certification.
Culture & Benefits
- Leadership of geographically distributed service delivery managers and teams.
- Focus on accountability, continuous improvement, customer-centricity, employee engagement, and leadership development.
- Responsibility for service budgets, cost optimization, vendor governance, and technology investment decisions.
- Support for workforce planning, skills development, succession planning, and career progression.
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