Senior Director of Global Service Delivery

_Starr Insurance Companies is a leading insurance and investment organization, providing commercial property and casualty insurance, including travel and accident coverage, to almost every imaginable business and industry in virtually every part of the world.

Cornelius Vander Starr established his first insurance company in Shanghai, China in 1919. Today, we are one of the world’s fastest growing insurance organizations, capable of writing in 128 countries on 6 continents._

Senior Director, Global Service Delivery

New York, NY

We are seeking an accomplished Senior Director, Global Service Delivery to architect, build, and lead our enterprise-wide IT support and service management functions. As a strategic partner to Technology and Business leadership, you will be responsible for creating, operationalizing, and enhancing robust support services that drive business continuity and user satisfaction across all geographies.

Your scope will encompass building and managing global Help Desk operations, overseeing technology infrastructure monitoring, and spearheading core service management functions—including incident, major incident, problem, and configuration management. You will leverage advanced ITSM platforms and cloud technologies to ensure consistent, high-quality outcomes while advancing process automation, regulatory compliance, and operational excellence. This pivotal role will also serve as a champion for transformation, driving standardization and scalability with IT Service Management, and collaborating with business leaders and vendors to elevate performance in a highly regulated Insurance environment.

• Develop, implement, and evolve a unified global IT service delivery and support strategy aligned with corporate goals, technology standards, and user needs.

• Lead major organizational initiatives focusing on transformation, process improvement, and integration of service management best practices globally.

• Foster relationships and collaborate with senior stakeholders to anticipate business needs and proactively adapt the global service model.

• Build and manage scalable, world-class Help Desk operations and Level 1/Level 2 support teams, providing efficient and effective problem resolution to end users.

• Oversee the proactive global monitoring of IT infrastructure, ensuring real-time risk mitigation and rapid incident identification and escalation.

• Drive operational consistency and excellence through standardized workflows, performance metrics, and ongoing team development.

• Lead the global execution and enhancement of key service management disciplines:
  Incident Management, Major Incident Management, Problem Management, Change Management and Configuration Management.

• Establish rigorous escalation procedures, root cause analysis, and service restoration protocols to minimize business impact and improve service reliability.

• Maintain robust configuration records and change controls to support operational transparency and infrastructure stability.

• Own the deployment, integration, and optimization of enterprise IT Service Management platforms (Service Now, Freshworks, or similar), building scalable workflows, dashboards, and reporting mechanisms.

• Drive platform utilization to support process automation, digital transformation, and unified service delivery across all business units and regions.

• Maintain hands‑on engagement with supporting technologies, ensuring high performance in a multi‑cloud, modern infrastructure ecosystem.

• Manage…