What are the responsibilities and job description for the Senior Director, Global Service Delivery position at James Search Group?
Senior Director, Global Service Delivery
Location: Manhattan, NYC (Hybrid)
Comp: $160,000 – $200,000 base bonus & benefits
James Search Group is partnering with a leading global P&C insurance carrier to appoint a Senior Director of Global Service Delivery to lead and evolve enterprise-wide IT support and service management functions.
This is a highly visible leadership role responsible for shaping and executing a global service delivery strategy across a complex, multi-region, regulated environment. You will oversee large-scale Help Desk operations, infrastructure monitoring, and core ITSM disciplines, ensuring consistent, high-quality service delivery that supports critical business operations.
Key responsibilities include:
- Defining and implementing a scalable global IT service delivery model aligned to business and technology priorities
- Leading high-volume L1/L2 support teams and driving a best-in-class end-user experience
- Establishing and enhancing ITIL-based processes across Incident, Major Incident, Problem, Change, and Configuration Management
- Improving service performance through KPI ownership (SLAs, MTTR, service quality) and data-led insights
- Owning and optimizing enterprise ITSM platforms (e.g., ServiceNow), including workflow design, automation, and reporting
- Managing global vendors and MSPs, ensuring strong governance, accountability, and cost efficiency
- Partnering with senior stakeholders across technology, operations, and business units
- Driving transformation initiatives focused on standardization, automation, and continuous improvement
The ideal candidate will bring:
- 12 years of experience in IT service delivery, infrastructure operations, or ITSM leadership
- Proven success leading global support organizations within large, complex enterprises
- Deep expertise in ITIL frameworks and hands-on experience with ServiceNow or similar platforms
- Strong track record of improving service maturity, operational performance, and user experience
- Experience managing third-party vendors and distributed teams
- Prior experience within insurance or other highly regulated industries
This is an excellent opportunity to play a key leadership role within a global insurance organization, driving operational excellence and modernizing service delivery at scale.
If you are interested in learning more or would like to be considered, please reach out to the James Search Group team directly or apply via LinkedIn with your resume.
Our client is an equal opportunities employer and welcomes applications from all qualified individuals.
Salary : $160,000 - $200,000