Senior Director of Service Engagement & Delivery (Enterprise Service Management)

Your New Role: 
The Senior Director of Service Engagement & Delivery will play a pivotal leadership role within the Enterprise Service Management (ESM) organization, overseeing the delivery, quality, and performance of enterprise IT services across the organization. Based in Atlanta, Georgia, this role will drive excellence in service delivery, build strong engagement with business partners, and ensure that services are aligned with strategic goals and operational needs. 

Reporting to the Vice President of Enterprise Service Management, the Senior Director will lead cross-functional teams responsible for service delivery, business engagement, and service performance management. The role is accountable for fostering a culture of service excellence and continuous improvement, while also providing actionable insights through reporting, analytics, and performance metrics. The ideal candidate brings a blend of strategic leadership, stakeholder partnership, enterprise-level service delivery, and deep expertise in IT service management. 

This role requires a visionary leader with a proven ability to execute at scale, build cross-organizational relationships, and lead teams through transformation and maturity. 

Your Role Accountabilities: 

LEADERSHIP & STRATEGY 

• Provide strategic leadership to the Business Engagement, Service Delivery, and Service Performance Management teams within the ESM organization. 

• Develop and execute multi-year plans to evolve and mature service management capabilities in alignment with enterprise goals. 

• Oversee the monitoring and drive for continual improvement of service delivery, including coordinating between teams for alignment on activities. 

• Champion a high-performance culture that emphasizes innovation, accountability, customer focus, and continuous improvement. 

• Serve as a key member of the ESM leadership team, contributing to overall vision, planning, and transformation initiatives. 

• Serve as a thought leader and trusted advisor to senior IT and business leadership on enterprise service delivery. 

SERVICE DELIVERY MANAGEMENT 

• Ensure high-quality, consistent, and efficient delivery of service management capabilities to internal stakeholders across the enterprise. 

• Drive the monitoring, evaluation, and improvement of performance against SLAs, OLAs, and KPIs to drive service excellence. 

• Collaborate with platform owners and technical leads to ensure integration and scalability of service management solutions. 

• Lead efforts to optimize service delivery processes through standardization, automation, and tool adoption (e.g., ServiceNow). 

STAKEHOLDER & BUSINESS ENGAGEMENT 

• Build and maintain strong partnerships with business units, technology teams, and senior leadership to understand needs and align services with expectations and overall technology strategy. 

• Serve as the voice of the ESM organization to stakeholders, clearly articulating service capabilities, performance, and value. 

• Oversee regular service review meetings to ensure alignment of services with evolving business needs and expectations. 

• Drive transparent communication of service delivery performance and initiatives to stakeholders at all levels. 

• Advocate for customer needs, ensuring that service experiences are responsive, data-driven, and aligned to enterprise goals. 

SERVICE PERFORMANCE & INSIGHTS 

• Oversee strategy to define and manage KPIs, SLAs, and OLAs to track service outcomes and drive accountability. 

• Lead the development of service performance dashboards, scorecards, and reporting to enable data-driven decision-making and provide insights into trends, risks, and opportunities. 

• Develop and manage service improvement plans (SIPs) and initiatives to resolve performance gaps and drive measurable outcomes. 

GOVERNANCE & CONTINUOUS IMPROVEMENT 

• Lead the design and establishment of governance models, frameworks, and operational best practices for service delivery across all domains. 

• Promote a continuous service improvement (CSI) culture by embedding feedback loops, regular assessments, and retrospectives with stakeholders and other leaders across ESM. 

• Evaluate industry trends and emerging technologies to inform future-state planning and elevate service delivery. 

Qualifications & Experiences: 

• 12+ years of experience in IT service management, service delivery, or related enterprise functions, with 8+ years of management and leadership experience. 

• Demonstrated success in building and leading high-performing service delivery and engagement teams. 

• Proven ability to manage complex stakeholder environments and drive results in a matrixed or global organization. 

• Strong knowledge of ITSMService Management frameworks (e.g., ITIL, Application Portfolio Management, HRSD, etc.), with practical experience implementing service improvement programs. 

• Experience managing enterprise service management platforms such as ServiceNow. 

• Skilled in data analytics, performance measurement, and translating insights into action. 

• Exceptional communication, influence, and relationship-building skills across all levels of the organization. 

• Bachelor’s degree in Business, Information Technology, or a related field (MBA or Master’s preferred). 

Not Required but Preferred Experience: 

• ITIL certification (e.g., ITIL 4 Managing Professional or Strategic Leader). 

• Experience in a large-scale, multinational or media/entertainment environment. 

• Familiarity with Agile/Lean practices and continuous delivery models. 

• Prior experience driving organizational change through service transformation initiatives.