Director of IT Service Management

About the role

The Director of IT Service Management will define the ITSM platform strategy, set product support standards, and drive adoption of ITSM practices to achieve operational excellence across Workday.

Key responsibilities

• Champion ITSM and automation capabilities in partnership with End User Services, HR, Legal, Finance and Real Estate.
• Lead a globally distributed team of engineers, analysts and configuration experts.
• Develop and implement application management policies to optimize service delivery.
• Define, own and report on key metrics for efficiency, service maturity and resilience.
• Partner with compliance, legal, SOX and audit teams to ensure adherence to regulatory requirements.
• Manage relationships with external service providers and vendors to continuously improve service quality and cost efficiency.

Required profile

• 8+ years of leadership experience in IT Service Management or Business Application Service Delivery in a large global organization.
• 8+ years of experience leading globally distributed teams supporting a 24x7 operations model.
• 8+ years of hands‑on experience with ServiceNow.
• 15+ years of technical experience in IT software development and operations.

Required skills

• ServiceNow platform expertise.
• Monitoring tools such as New Relic and LogicMonitor.
• AI‑driven automation technologies.
• ITSM process implementation.
• Automation scripting and orchestration.
• Strong analytical and problem‑solving abilities.