Director of IT Service Management

We’re Workday, a Fortune 500 company and a leading AI platform for managing people, money, and agents. We're looking for a Director of IT Service Management to play a leading role in defining the ITSM platform strategy and establishing IT product support standards across the organization.

The IT Service Management team is the cornerstone of business operations at Workday. This team defines, develops, and maintains critical capabilities to enable all IT and business teams to deliver outstanding internal IT services to Workday teams and customers.

As the Director of IT Service Management, you will:

• Champion ITSM and automation capabilities partnering with other IT and business teams
• Lead a team of skilled engineers, analysts and configuration experts
• Develop and implement comprehensive application management policies and procedures to optimize service delivery and drive operational excellence
• Champion the adoption of ITSM processes across all enterprise business applications
• Define, own, and report on key metrics to track and communicate progress toward increasing efficiency, service maturity, and resilience
• Partner with compliance, legal, SOX and audit teams to track, report and ensure compliance metrics for critical business operations
• Lead sophisticated cross functional efforts to transform operations and drive automation leveraging innovative technologies including AI
• Manage relationships with external service providers and vendors to ensure continuous improvement of service quality
• Partner with audit and compliance teams to track, report on, and ensure process adherence for all critical IT operations

You should have:

• 8+ years of leadership experience in IT Service Management or Business Application Service Delivery in a large global organization
• 8+ years of experience leading globally distributed teams that support a 24x7 operations model
• 8+ years of hands-on experience with ServiceNow
• 15+ years of technical experience in IT software development and operations
• Demonstrated experience leading the transformation of IT Operations practices, processes, and capabilities over time in a large-scale environment
• Proven ability to develop, gain alignment to, and implement a strategic roadmap in a cross-functional organization
• Excellent organizational and collaboration skills with the ability to navigate changing priorities and manage multiple projects simultaneously

We offer a flexible work arrangement, with at least 50% of time spent in the office or in the field each quarter.