Overview The Director, IT Service Management is accountable for the end-to-end service experience across Navacord, ensuring reliable, transparent, and continuously improving IT services delivered through a managed service provider (MSP) and internal group hybrid model. This role owns ITSM process integrity, service performance, escalation management, and vendor accountability, ensuring business confidence in IT operations across a distributed, regulated brokerage environment. This role manages SLAs, service quality, and executive-level transparency, acts as the single point of accountability for first-line service intake, triage, escalation, and flow; holds accountability for MSP service performance and continuous improvement; and ensures ITSM practices aligned to ITIL v4 and Navacord operating realities enable IT services to scale safely and predictably as Navacord grows through acquisitions and platform modernization.WHAT YOU’LL BE RESPONSIBLE FOR Service Management OwnershipOwn and govern ITSM processes including Incident, Request, Problem, Change, Knowledge, Asset, and Service Catalogue.Ensure ServiceNow is used as the system of record for service intake, queue management, prioritization, reporting, and control.Define and maintain clear first-line service models, roles, and handoffs, including intake, triage, resolution, and escalation across internal teams and MSP partners.Define and govern first-line service models for Epic and other Navacord digital platforms, including intake, triage, escalation, and service reporting.Hold MSP partners accountable to contracted SLAs, OLAs, and service expectations.Lead ongoing service performance reviews and issue escalation across service desks and fulfillment teams.Ensure operational documentation, runbooks, and knowledge assets are current and enforceable.Act as Navacord’s service authority during major incidents and service degradation events.Service Performance & TransparencyDefine, implement, and own service KPIs that measure outcomes, not just activity.Provide clear, credible reporting to executive leadership and business stakeholders.Ensure broker leadership and IT Champions have appropriate visibility into service performance and trends.Drive a structured continual improvement program focused on stability, root cause elimination, and experience improvement.Identify and prioritize automation opportunities within ServiceNow and MSP workflows.Reduce repeat incidents, manual effort, and service friction through data-led improvement.Business Alignment & ExperiencePartner with IT Champions to align service delivery to brokerage needs and risk posture.Translate business impact into service priorities, escalation paths, and improvement initiatives.Ensure acquisition onboarding and platform changes are supported by scalable service processes.Ensure service management practices support regulatory, audit, and security requirements common to insurance and financial services.Maintain appropriate controls over change, access, incident response, and vendor operations.Scope of OwnershipServiceNow platform and internal intake (process integrity and reporting, not technical administration)IT service performance metrics and executive reportingService catalogue and request fulfillment governanceSet clear boundaries between service ownership and service delivery in an outsourced model.Build trust with IT Champions through consistency, transparency, and follow-through.Establish calm, disciplined leadership during incidents and service volatility.WHAT YOU BRING TO THE ROLE10+ years in IT Service Management, IT Operations, or Service Delivery leadership.5+ years leading enterprise-scale service environments with third-party providers.Strong working knowledge of ITIL v4 and SIAM-style service integration models.Proven experience operating in regulated, multi-entity environments.Deep familiarity with ServiceNow as an ITSM platform.Experience managing executive-facing service reporting and escalations.PreferredExperience in insurance, financial services, or similarly regulated industriesExperience supporting acquisitions and operating model transitionsWHAT WE OFFERHealth and Dental Benefits#J-18808-Ljbffr