Key Responsibilities

Lead global Service Desk and Field Support delivery through MSPs, ensuring consistent coverage and service quality
Act as the primary escalation point for major service issues, coordinating response and communication across teams
Manage vendor performance through KPIs, service reviews, and continuous improvement initiatives
Standardize support processes, SLAs, and operating procedures across regions and sites
Partner with IT and business leaders to align service delivery with organizational priorities
Oversee Incident, Problem, and Change Management processes, including major incident handling and CAB coordination
Ensure strong adoption of ITIL-based practices and drive measurable improvements through service metrics (e.g., MTTR, change success rate)
Maintain audit readiness and ensure adherence to compliance frameworks such as SOX, NIST 800-171, CMMC, DFARS, and ITAR/EAR
Oversee CMDB governance, ensuring data accuracy, completeness, and usability
Improve service mapping, dependency tracking, and impact analysis to support operational decision-making
Collaborate with infrastructure, cloud, and application teams to enhance integration, automation, and data quality

Qualifications

Bachelor’s degree in IT, Computer Science, Business, or related field (advanced degree preferred)
8-12 years of experience in IT operations or service delivery within a global organization
Experience managing MSPs and driving performance outcomes
Strong understanding of ITSM and ITOM practices, including hands-on experience with platforms such as ServiceNow
Familiarity with working in regulated environments and supporting compliance requirements
Experience using KPIs, dashboards, and analytics tools to improve service performance

Skills & Attributes

Strong vendor management and stakeholder communication skills
Ability to operate effectively across global teams and complex environments
Analytical and process-driven mindset with a focus on continuous improvement
Leadership approach that emphasizes accountability, coaching, and user experience

IT Accel, Inc.

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