IT Service Management & Performance Director

Job Summary

The Service Management & Performance Director leads a combined team of 24 ADM resources and approximately 84 contractors playing a pivotal role in transforming the IT Infrastructure & Operations (IT I&O) organization to achieve operational excellence, cost optimization, and improved service delivery performance. The Director will provide strategic direction, manage performance metrics, and drive operational excellence across the organization. This role directly manages the Tooling and Automation team responsible for the design, implementation, and maintenance of the tooling ecosystem that supports job scheduling, monitoring, and operational visibility.

Additionally, this role includes direct accountability for managing the Reporting and Performance team, which comprises the Performance Analyst and Cost Performance Analyst, to deliver actionable insights and reporting aligned with organizational goals. The Director will be accountable for the team budget, leading both internal and external teams, and driving year-over-year financial efficiency through cost optimization and resource allocation. The Director is responsible for driving strategic foundational initiatives, improving IT operations for the business, and implementing long-term transformational programs.

• Oversee 42,000+ global users by monitoring Service Desk performance, service level agreements (SLAs), escalation/exception management, and processes to resolve service/incident requests
• Manages a $10 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvements
• Modernize IT Service Management (ITSM) through unified processes for incident, request, change, and problem management, improving SLAs and user satisfaction
• Oversee the design and execution of organizational changes, implementing tools, methodologies, and industry benchmarks to improve performance and efficiency
• Establish and lead the Command Center function to drive rapid incident resolution, improve service performance, and align with organizational goals
• Identify opportunities for automation, consolidation, and process improvements to achieve cost savings and enhance service quality
• Manage Performance Analyst, directing analytical priorities, reviewing key performance metrics, and leveraging insights to optimize team effectiveness and strategic planning
• Manage a Cost Performance Analyst to analyze expenditure data, forecast budget performance, and support strategic cost optimization initiatives across the organization
• Lead the creation of and updates to key operational and financial reports, including:
  Monthly Flash Report, Month-End Financials, Metrics & KPIs, Project Portfolio, Incident Trend Report, and Cost Reduction
• Manage the Tools and Automation team, developing tooling solutions and platform development roadmaps aligned with organizational strategies
• Establish key performance indicators (KPIs) and dashboards that measure and continuously improve service delivery and financial performance
• Collaborate with senior leadership and communicate with stakeholders to integrate IT I&O goals with overall organizational strategies and priorities
• Partner with procurement to negotiate vendor contracts for cost-effective solutions.
• Lead the Executive Support Services (ESS) team to provide high-quality, responsive support for executive-level stakeholders and drive continuous improvement
• Provide mentorship and guidance to managers and supervisors, fostering a culture of accountability, collaboration, and continuous improvement within the I&O organization

• Bachelor’s degree in Business, Technology, or a related field; advanced degree preferred
• 15+ years of experience in IT operations management, with at least 5 years in a leadership role
• Proven track record of leading large-scale IT operations and performance improvements
• Strong analytical and problem‑solving skills to make data‑driven decisions
• Excellent communication and leadership skills to influence and inspire teams
• Experience with budget management, resource allocation, and vendor negotiations
• Knowledge of IT infrastructure,…