Director of Global Service Operations

Lead Innovation in Enterprise Service Management.

We are seeking a visionary leader to drive innovation and excellence in Enterprise Service Management. As the Vice President, Enterprise Service Management Engineering, you will oversee the Product Management, Platform Engineering, Platform Architecture, and Configuration Management teams, developing and executing the ESM strategy in alignment with the organization's goals.

About the Role:

• This senior leadership position requires strong leadership skills, technical expertise, and a passion for innovation.

• You will work closely with senior leadership and key stakeholders to ensure alignment with organizational goals.

• The successful candidate will provide leadership and direction to the ESME team, fostering a culture of collaboration, innovation, and continuous improvement.

• Your Key Responsibilities:

  • Oversee the Product Management, Platform Engineering, Platform Architecture, and Configuration Management teams to ensure alignment with business objectives.

  • Develop and execute the ESM strategy in alignment with the organization's goals.

  • Provide leadership and direction to the ESME team, fostering a culture of collaboration, innovation, and continuous improvement.

  • Ensure the ESME's activities are aligned with the broader business strategy and objectives.

  • Support the Head of ESME in defining and driving the ESM vision for the company.

  • Own the development and coordination of the ESM Strategy and associated roadmap for the company, ensuring all key Business Unit, Corporate, and T&O Stakeholders are consulted and bought in.

  • Promote a culture of continuous improvement within the ESME, encouraging innovation and the adoption of new technologies and methodologies.

  • Monitor and evaluate the performance of the ESME's initiatives, adjusting as necessary to ensure success.

  • Oversee the design and development of data models that align with reporting needs; lead efforts to extract actionable insights from data to identify trends, opportunities, and areas for improvement.

  • Oversee and manage the following roles, each of which has their own teams:

  - Product Management

  - Platform Engineering

  - Platform Architecture

  - Configuration Management

  • Ensure effective team management, coordination, and development.

  • Mentor and guide direct reports in support of growth, personal/organizational goals, and responsibilities.

  • Build and maintain strategic relationships with key stakeholders, including senior leadership, business units, and external partners.

  • Facilitate communication and collaboration between the ESME and other departments to ensure alignment and integration of service management initiatives.

  • Work with Business Unit, Corporate, and T&O stakeholders to sell the benefits of Service Architecture and Design and gain buy-in.

  • Collaborate with business and T&O stakeholders to understand their Service Management needs and ensure alignment with portfolio objectives.

  • Drive the implementation of best practices in service management, ensuring the ESME's processes and frameworks are efficient, effective, and aligned with industry standards.

  • Oversee the development and maintenance of the Service Management Framework (SMF), ensuring it adheres to organizational guidelines and standards.

  • Oversee the definition and evolution of knowledge, service delivery, service lifecycle, service performance, and service optimization processes, championing best practices across ESM for service delivery.

  • Ensure the framework adheres to broader guidelines from, but not limited to, Enterprise Architecture, Data, and Cyber teams.

  About You:

  • A minimum of 15 years of prior experience in a related field, with at least 7 years in a leadership role.

  • 5+ years of working with and deep understanding of Service Now.

  • Superior analytical and problem-solving skills.

  • Proven track record of successfully leading and managing large, complex teams in a global enterprise environment.

  • Deep understanding of Service Management principles, frameworks, and best practices.

  • Strong leadership and team management skills, with the ability to inspire and motivate teams.

  • Excellent communication and stakeholder management skills, able to effectively interface with executive teams.

  • Strong analytical and problem-solving skills, with the ability to develop and implement effective solutions.

  • Financial acumen, with experience managing budgets and identifying cost-saving opportunities.

  • Strategic thinking, with the ability to develop and execute long-term plans and initiatives.

  • Higher ITIL certification, e.g., ITIL Strategic Leader certification, is desirable.

  • Relevant Service Architecture qualifications are a plus.

  • Certification in Project Management, e.g., PMP, is nice to have.

  • Familiarity with media & entertainment industries.

  • Experience working in a national or global company.

  • Bachelors degree in computer science field preferred.