Related skills
ai servicenow itsm zero trust vendor governance📋 Description
- Own global Tier 1 support vendor performance, SLAs, and cadence
- Lead end-to-end IT asset lifecycle ops from procurement to decommission
- Deliver white-glove executive IT support for DLUX leaders and high-priority incidents
- Own and improve AI-powered support to boost self-service and reduce time to resolution
- Drive measurable improvements in CSAT, first contact resolution, and resolution time
- Define and execute a 12 to 18 month IT service operations roadmap with milestones
🎯 Requirements
- 5+ years leading global IT support or service operations
- Experience managing vendor-governed service models
- Experience leading distributed teams
- Experience with ITSM platforms (ServiceNow preferred)
- Strong executive communication skills
- Strong process engineering mindset
- Experience delivering automation or AI-driven service improvements
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