Director Service Management

Role Description The Director Service Management at MK GREEN is a full-time remote role responsible for overseeing the end-to-end delivery of IT services and ensuring high-quality service management practices across the organization. This role includes leading service management teams, defining and implementing service standards, and continuously improving processes to enhance customer and stakeholder satisfaction. The Director will collaborate with cross-functional teams to manage service performance, handle escalations, and ensure adherence to SLAs and compliance requirements. Day-to-day tasks involve monitoring service delivery metrics, driving root-cause analysis for incidents and problems, managing service improvement initiatives, and aligning service operations with business objectives. The role also includes planning and executing service-related programs, managing budgets and resources, and reporting on service performance to senior leadership.
Qualifications
Strong IT Service Management and Service Delivery skills, including experience with ITIL or similar frameworks.
Proven Program Management capabilities to lead complex, multi-stakeholder initiatives in Information Technology environments.
Advanced Analytical Skills to interpret service performance data, identify trends, and drive data-informed decisions.
Demonstrated experience in Information Technology operations, infrastructure, or applications support.
Excellent leadership, team management, and stakeholder communication skills.
Ability to work effectively in a remote setting, with strong organization and time-management skills.
Experience managing vendor relationships and outsourcing partners is beneficial.
Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; advanced degree or relevant certifications (e.g., ITIL, PMP) are a plus.

Work arrangement
Yes