Director, IT Service Management

About the role

Workday is seeking a Director of IT Service Management to shape the strategy and execution of its ITSM platform across the organization. You will lead the adoption of best‑in‑class ITSM practices, ensuring that internal IT services are reliable, efficient, and aligned with business needs.

Key responsibilities

• Champion ITSM and automation capabilities in partnership with End User Services, HR, Legal, Finance, and Real Estate.
• Lead a team of engineers, analysts, and configuration experts to deliver high‑impact solutions.
• Develop and implement application‑management policies that optimize service delivery and drive operational excellence.
• Promote consistent, reliable, and secure ITSM processes across all enterprise business applications.
• Define, own, and report on key metrics to monitor efficiency and progress.

Required profile

• Proven leadership experience in IT Service Management or related domains.
• Track record of defining and executing ITSM platform strategies.
• Ability to collaborate with cross‑functional teams and influence enterprise‑wide adoption.
• Strong analytical and communication skills to report on performance metrics.

Required skills

• ServiceNow
• New Relic
• LogicMonitor
• ITSM platform administration
• Automation and workflow orchestration