Sr. Director of Tech Service Excellence (22-01706)

By November 23, 2022January 27th, 2023No Comments

Job Title: Senior Director of Technology Service Excellence
Location: Remote + 15% travel
Job Type: Direct Hire

The Senior Director, Service Excellence leads a team that drives process excellence across the provision of IT services and support, and transparency to our cost drivers by line of business.Reporting to the Vice President of Enterprise Shared Services, this position leads a team accountable for:

  • Driving the vision, strategy, architecture, adoption, and execution of our service management processes (ITSM and ITIL)

  • Architecting ITSM and ITIL processes and associated workflows and enabling them through the ServiceNow platform.

  • Driving the adoption of strong ITSM discipline across the Tech organization.

  • Owning the Tech Services Framework and maintaining Tech's Service Catalog and Request Management processes.

  • Owning and executing the strategy to leverage the ServiceNow platform to provide maximum value, including the operating model for demand intake and prioritization across multiple lines of business.

  • Leading the ServiceNow platform architecture, engineering, and development services.

  • Providing end user support services via the Service Desk, VIP "White Glove support, and associated workflows for response to requests and incidents.

  • Managing the relationships with third parties engaged in the provision of service excellence capabilities.

  • Developing and delivering reporting that provides transparency to the consumption, cost, and performance of Tech's services.

  • Owning Tech's communication strategy and execution.


  • Fosters a culture of service excellence across the Tech organization. Serves as a change agent committed to continuous improvement, quality, and value .

  • Maintains and promotes deep knowledge and adoption of IT Service Management, as defined by the current ITIL framework, and identifies opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Request, Problem, Change Control, Asset, and Knowledge domains.

  • Owns and leads IT Service Management framework including the Services Framework, service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement & reporting, and continuous improvement. This includes incorporating technology services owned and managed by business technology teams (marketing tech, sales tech and others) to achieve unified service process flows for our colleagues.

  • Leads the development and execution of processes for response to major incident and problem management for technology.

  • Contributes to the development of best practices for technology operations governance. Leads the definition of effective SLAs, SLOs, KPIs, and Metrics. Partners with Service Owners to deliver effective and actionable reporting of operational and financial performance of the services.

  • Leads a team that architects, engineers, and manages our ServiceNow platform for enablement of workflows and capabilities across multiple corporate functions and lines of business including HR, Finance, and the Tech organization. This includes owning the operating model for demand management and prioritization of ServiceNow enhancements and new functionality.

  • Leads the Service Desk which is currently outsourced to a vendor partner. Responsible for the relationship with the vendor partner and the success for all services rendered. Provides enhanced "white glove VIP service for Executive Leadership Council.

  • Builds and executes the enterprise technology communication strategy including the tools and processes for intra-team communications as well as communications to employees and customers.

  • Business Orientation

  • Maintains knowledge of line of business, client, account, and location priorities, both internal and external, and engages in strategic conversations, working in partnership across the matrix to deliver an end-result focused on customer and client intimacy and creating positive experiences that exceed expectations.

  • Acts with integrity and a sense of urgency. Sees the "Big Picture and makes recommendations accordingly.


  • Minimum Bachelor's degree required in a relevant discipline.

  • 10+ years' experience in technology management including leading global matrixed teams.

  • 7+ years' deep experience in IT Service Management. ITIL and ITSM certification a plus.

  • 5+ years' experience architecting and executing ITSM through the ServiceNow platform.

  • 5+ years of success building and running service teams, including effectively partnering with business unit technology leaders and other corporate IT departments.

  • Demonstrated success at influencing across a large, complex, highly matrixed product organization.

  • Experience with change management and/or end user communications.