- 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.
Highest-signal resume keywords
- ITIL/ITSM Expertise
- BMC Helix Platform Governance
- Service Quality Metrics
- Budget Management
- People Leadership
Hard Skills
- ITSM Strategy
- Service Portfolio Management
- Incident Management
- Change Enablement
- Service Catalogue Management
- CMDB/Configuration Management
- Automation
- Reporting
- Data Quality
- Continual Improvement
Soft Skills
- Leadership
- Collaboration
- Stakeholder Management
- Partnership Building
- Communication
Industry Keywords
- IT Operations
- Service Delivery
- Governance Model
- Compliance
- Auditability
Tools & Technologies
- BMC Helix
- AI
- Chatbots
- Virtual Agents
- Knowledge Management
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IT Director – IT Service Management, Quality Assurance Arbeitgeber: Jobtailor
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