Engagement Delivery Director

What Working at Hexaware offers: 
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Job Description:

Position:              IT Service Management Lead for Global Operations Center - Director

Location:             USA( Remote)

Job Title IT Service Management Lead for Global Operations Center - Director About the Role We are seeking a senior ITSM leader with 20+ years of experience to build, mature, and govern enterprise ITIL processes across a global, multi-customer environment. The ideal candidate has proven expertise in Major Incident, Change, Problem, and Service Request Management; has deployed ITSM from the ground up; leads large, geographically distributed teams; and has deep Service Transition experience for onboarding new customers. Key Responsibilities • ITSM Strategy and Governance • Define and own the ITSM strategy, operating model, and policy framework. • Establish governance (CAB/eCAB, process councils), SLAs/OLAs, and compliance standards. • Align ITSM roadmap with business outcomes and contractual commitments. • Major Incident Management • Design and run a 24x7 major incident framework, including severity definitions, communications, and rapid recovery playbooks. • Serve as executive incident commander as needed; drive root-cause eradication and post-incident reviews. • Change and Release Management • Chair/oversee CAB and eCAB; enforce risk-based change controls. • Improve change success rate while reducing deployment lead times; integrate with CI/CD where applicable. • Problem Management • Implement proactive and reactive problem management; prioritize chronic issues. • Drive permanent fixes, defect elimination, and trend-based prevention. • Service Request and Catalog • Build and maintain a business-aligned service catalog and request workflows. • Optimize fulfillment through automation, self-service, and knowledge management. • Service Transition (New Customer Onboarding) • Lead end-to-end transition: due diligence, solution design, transition planning, knowledge transfer, tooling configuration, process deployment, and hypercare.

Equal Opportunities Employer: 
Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.