Director ITSM Leadership

Position: Director ITSM Leadership at Navacord
Transform IT service delivery at Navacord as the Director of IT Service Management. You will ensure operational excellence and transparency in a regulated multi-entity environment.

This leadership role focuses on fortifying ITSM processes through effective governance and stakeholder engagement. Your responsibility will include ensuring service quality and managing the performance of both internal and MSP teams, with a commitment to continual improvement. Your in-depth knowledge of ITIL v4 and experience in managing escalations will help pave the way for scalable and reliable IT services as Navacord expands.

Key Responsibilities:

• Own ITSM processes and SLAs with clear reporting

• Drive service performance reviews and improvements

• Maintain first-line service models and documentation

• Act as authority during significant incidents

• Identify automation opportunities in workflows

Requirements:

• 10+ years in IT Service Management roles

• Strong understanding of ITIL v4 frameworks

• Experience in insurance or financial services preferred

• Familiarity with Service Now platform

• Proven ability to manage executive service expectations

Lead the evolution of IT Service Management at Navacord, enhancing relationships and service delivery across the organization.
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