IT Director – IT Service Management, Quality Assurance

Stellenbeschreibung:

Define and lead the global ITSM strategy, governance model, and continual improvement roadmap.
Own ITIL-aligned practice governance across Service Portfolio Management, Incident, Problem, Change Enablement, Request Fulfilment, Service Catalogue, Knowledge, CMDB/Configuration, IT Asset, Service Level, and Continual Improvement.
Increase ITIL process maturity across global IT.
Enhance the quality and performance of IT services globally.
Lead BMC Helix platform governance, including roadmap, configuration standards, access controls, integrations, workflow automation, reporting, data quality, upgrades, and enhancement prioritization.
Establish service quality metrics, dashboards, KPIs, and executive reporting for ITSM performance and platform health.
Increase CMDB accuracy and service mapping maturity.
Manage ITSM and BMC Helix budgets, vendors, contracts, performance expectations, escalations, and cost-benefit prioritization.
Build partnerships across IT, business, security, infrastructure, applications, regional organizations, and external vendors.
Ensure ITSM processes and BMC Helix configurations support compliance, auditability, role-based access, data integrity, and operational risk management.
Improve automation, reduce cycle time and operating cost through AI, chatbots, virtual agents, and customer-accessible knowledge management.

Requirements

Minimum Bachelor’s degree in computer science, Information Systems, Business Administration, or a related field is required.
10+ years of IT leadership experience, including significant ITSM, IT Operations, Service Delivery, or platform governance experience.
5+ years of people leadership experience, including global or distributed teams.
Strong ITIL/ITSM expertise and demonstrated experience owning or improving enterprise ITSM practices.
Experience with enterprise ITSM platforms; BMC Helix experience is strongly preferred.
Proven experience with service quality metrics, SLAs/OLAs, reporting, CMDB/configuration management, service catalogue, automation, and continual improvement.
Experience managing budgets, vendors, contracts, and senior stakeholder relationships.

Core Competencies

Demonstrates expertise in ITIL-aligned ITSM strategy, governance, and continual improvement, with a strong focus on BMC Helix platform management and service quality metrics. Proven ability to lead global IT teams, manage budgets, and enhance IT service performance through automation and compliance.