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Summary

In this role, you will lead the strategy, governance, and continuous improvement of IT service delivery across Digital Workplace and Infrastructure services. You will ensure technology services are reliable, measurable, experience-driven, and aligned with business objectives and enterprise standards.

The Sr. Director, Service Management partners closely with Digital Workplace and Infrastructure leaders to ensure operational performance, employee experience, and value realization remain central to service delivery. This role oversees the end-to-end service management framework while advancing maturity in experience-based operations, observability, and data-driven continuous improvement.

Responsibilities

• Define and execute the IT Service Management (ITSM) strategy for Digital Workplace and Infrastructure in alignment with corporate IT standards.
• Serve as the executive owner for service quality, performance, reliability, and employee experience outcomes.
• Oversee core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
• Lead service operations and command center capabilities to ensure proactive monitoring and timely issue resolution.
• Drive the adoption of Experience Level Agreements (XLAs) and Digital Experience Monitoring to improve digital employee experience.
• Establish governance forums to review service performance metrics, user sentiment, and continuous improvement initiatives.
• Leverage operational data, automation, analytics, and AIOps to eliminate root causes and improve service resilience.
• Partner with engineering, product, and infrastructure leaders to align operational insights with roadmaps and priorities.
• Manage vendor and managed service provider relationships to drive accountability, innovation, and value delivery.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline; Master’s degree preferred.
• 12+ years of progressive IT leadership experience, including 5+ years in service management or IT operations roles.
• Deep expertise in IT Service Management frameworks such as ITIL v4, COBIT, or ISO 20000.
• Experience implementing experience-driven service models, including XLAs and Digital Experience Monitoring.
• Proven ability to translate operational and performance data into actionable business insights.
• Strong leadership, collaboration, and communication skills with experience presenting to executive audiences.
• Familiarity with enterprise service and observability platforms such as ServiceNow, Nexthink, Splunk, or similar tools.

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Estimated Hiring Range:

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer:   Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.