Director, Global IT Service Delivery

Job uisition: 56788

Company: STERIS Corporation

Location:

Mentor, Ohio, United States

Employment type:

Full-Time Category:
Information Technology Industry: ""Salary: USD 119000 - 221000

Posted:
Position Summary The Director, Global IT Service Delivery provides strategic leadership for STERIS’ global IT support and service management functions, overseeing service desk operations, ITSM processes, Service Now governance, and service performance worldwide. You will be accountable for delivering reliable, customer-focused IT services, driving operational excellence through ITIL best practices, and leading continuous improvement initiatives that leverage automation and AI.

You will partner closely with IT and business stakeholders to ensure scalable, efficient, and business-aligned technology services across all regions and business units.

What You'll Do As a Director, Global IT Service Delivery Provides strategic and operational leadership for the Global Service Desk and IT Service Management functions.

Ensures global service delivery processes are consistently executed and meet established service level targets.

Leads enterprise-wide Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.

Oversees Major Incident Management activities and executive communications during business-impacting events.

Establishes Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and Service Level Agreements (SLAs).Monitors service performance and develops action plans to improve customer satisfaction and operational effectiveness.

Drives automation, self-service capabilities, AI-assisted support technologies, and continual service improvements.

Partners with Infrastructure, Cybersecurity, Application Support, and Business teams to resolve service delivery challenges.

Leads Service Now governance related to ITSM operations and process maturity.

Develops and maintains support operating models and global support standards.

Develops and manages departmental operating and capital budgets.

Provides regular reporting to IT leadership regarding service performance, operational health, and improvement initiatives.

Leads a global team of managers, supervisors, analysts, and service delivery professionals.

Fosters an engaged, customer-focused, and high-performing culture.

Establishes training and development plans to enhance leadership and technical capabilities.

Builds organizational capabilities to support future business growth and service demands.

Promotes employee engagement, collaboration, and accountability.

Develops and executes the Global IT Service Delivery strategic roadmap.

Aligns service delivery initiatives with the overall STERIS IT and business strategy.

Drives ITIL maturity across the organization.

Implements continuous service improvement programs focused on efficiency, quality, and user experience.

Manages vendor relationships, contracts, service agreements, and performance reviews.

Negotiates technology support services and licensing agreements.

Occasional domestic (10%-15%) and global (5%-10%) travel. The Experience,

Skills and Abilities

Needed

Required:

Bachelor's Degree in Information Technology, Computer Science, Business Administration, or related discipline.

Minimum 12 years of experience in Information Technology.

Minimum 8 years of experience leading global IT support or service delivery organizations.

Minimum 5 years of experience leading enterprise ITSM programs and processes.

Minimum of 4 years’ experience implementing Service Now ITSM and ITOM platform.

Minimum of 4 years of experience of administration, governance, and optimization of Service Now ITSM platform.

Experience managing global Service Desk operations across multiple regions and time zones.

Experience managing large-scale service providers and outsourced support partners.

Experience creating and managing operational budgets and vendor contracts.

Experience leading major incident response and crisis management activities.

Experience implementing ITIL-based service management frameworks.

Experience presenting operational performance and strategic initiatives to executive leadership.

Preferred: ITIL Managing Professional, ITIL Expert, or ITIL Master certification.

Service Now certifications.

PMP or equivalent project management certification.

What STERIS Offers We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:
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