Senior Director / Director for Talent Insights in a global professional services firm. Focusing on custom assessment solutions along the talent lifecycle for clients.
About the role
- Director of Support leading teams responsible for Service Desk and IT Support. Overseeing operations, strategy, and team development at Beyond Finance.
Responsibilities
- Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
- Develop and execute the support strategy aligned with company growth and organizational needs.
- Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
- Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
- Implement structured feedback loops from support to product roadmaps.
- Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
- Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
- Leverage data to analyze performance, identify trends and continuously improve service delivery.
- Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
- Drive adoption and optimization of ITSM processes and enhance user experience.
- Manage staffing, workforce planning, vendor and outsourced partners.
- Foster a culture of accountability, ownership and customer-first mindset.
- Drive automation, self-service and knowledge management strategies.
Requirements
- 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
- Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
- Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
- Proven experience implementing AI and/or automated solutions in IT Service Management.
- Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
- Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
- Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
- Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
- Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
- Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.
Benefits
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
Managing Director overseeing performance marketing at Clever Digital Marketing. Leading operational excellence and driving client growth across numerous channels and teams.
Associate Director responsible for governance, compliance, and operational management in Luxembourg Fund Administration. Collaborating with local and global teams for efficient client services.
Technology & Digital Director responsible for leading strategic technology initiatives within senior programs in Supply IT. Aimed at enhancing service delivery and improving user experiences.
Managing Director leading agency operations at Pacific International Lines, driving market expansion and ensuring profitability. Involving financial stability, team leadership, and compliance with regulatory standards.
Director GSCM Network & Demand Center managing global supply chain activities at Bachem, an innovation - driven company specializing in peptides and oligonucleotides.
Digital Technology Director shaping digital technology support for US operations at Bachem. Driving project delivery, stable operations, and compliance in the biopharmaceutical industry.
Director of Maintenance responsible for maintenance operations at Hyundai Translead's new facility in Joliet. Leading multi - disciplinary teams and ensuring equipment reliability and safety standards.
Associate Director leading global talent, career, and performance management initiatives at BioNTech. Focused on developing high - potential employees and enhancing organizational success in a multicultural context.
Director AS&T role providing analytical and quality control support for mAb and ADC projects at BioNTech in Shanghai. Engage with partners and ensure regulatory compliance while supporting operational activities.