Director, IT Service Management

Job description

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team 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. This includes responsibility for platforms like ServiceNow, New Relic, LogicMonitor and more to enable effective service management and deliver resilient IT Operations. The team is highly skilled, innovative, and strives to constantly improve efficiency by automating and streamlining operations, reducing manual effort, and developing intuitive, scalable solutions. About the Role As the Director of IT Service Management, you will play a leading role in defining the ITSM platform strategy and establishing IT product support standards across the organization. You will drive the adoption of ITSM practices to deliver operational excellence and maximize the value of the ITSM platform. You will champion the evolution of service delivery, ensuring all IT services are aligned with business needs and that all support activities adhere to established best practices and compliance requirements. Responsibilities • Champion ITSM and automation capabilities partnering with other IT and business teams such as End User Services, HR, Legal, Finance and Real Estate. • Lead a team of skilled engineers, analysts and configuration experts harnessing the collective power of an impactful team. • 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 to ensure consistency, reliability, and security. • 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 to drive efficiency and realize significant cost savings • Manage relationships with external service providers and vendors to ensure continuous improvement of service quality in a cost-effective manner. • Partner with audit and compliance teams to track, report on, and ensure process adherence for all critical IT operations, maintaining an audit-ready posture. About You Basic Qualifications • 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.  Other Qualifications • Demonstrated experience leading the transformation of IT Operations practices, processes, and capabilities over time in a large-scale environment, with a strong understanding of ITSM practices and the ability to articulate implementation strategies. • 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. • Excellent verbal and written communication and interpersonal skills, with the ability to articulate technical solutions to a variety of audiences and across multiple levels of the organization. • Strong analytical and problem-solving skills, with a strong focus on delivering exceptional user experiences through technology. Our Approach to Flexible Work  With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables ou