Clarivate - Director - IT Support Services
CLARIVATE
Job Description :About You - Experience, Education, Skills And Accomplishments :- Bachelor's degree or equivalent practical experience.- 15 years of relevant experience in IT support services, workplace support or service management.- Experience leading global, 24x7 IT support operations across multiple regions.- Experience leading multiple teams through managers and team leads.- Strong expertise in IT service management, operational performance, stakeholder management and service transformation.It Would Be Great If You Also Have :- ITIL 4 certification or an equivalent service management qualification.- Experience with ServiceNow ITSM, including request automation and virtual agent capabilities.- Experience supporting mergers, acquisitions, divestitures or transition service agreements.- Experience managing a NOC or similar operations center.- Knowledge of digital employee experience tools and XLA-based measurement.What will you be doing in this role?- Lead the global IT Service Center and Workplace Support teams, delivering reliable 24x7 support across remote and on-site channels.- Own the Workplace Support strategy, operating model and multi-year service and technology roadmap.- Define enterprise IT service management standards and own key measures, including SLA compliance, first-contact resolution and routing accuracy.- Drive automation, self-service, AI-assisted support and the transition of managed-service-provider scope into the in-house organization.- Lead support readiness for M&A and colleague lifecycle events while managing talent, budgets, vendors, governance and global resourcing.About The Team :- The function combines the global IT Service Center and Workplace Support teams.- Teams operate through a 24x7 follow-the-sun model across APAC, EMEA and the Americas.- The organization supports Clarivate colleagues through remote and on-site channels.- The role reports to the Senior Director, Digital Workplace Services.- The position leads multiple teams through managers and team leads.Hours of Work :- Full-time role, Requires collaboration across APAC, EMEA and the Americas.- Flexibility is needed to support global 24x7 operations when required.- At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment.- We comply with applicable laws and regulations governing non-discrimination in all locations. (ref:hirist.tech)
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