Sr. Director, Service Management

Job Summary

The Senior Director, Service Management is responsible for defining, implementing, and continuously improving ICANN’s enterprise-wide Service Management strategy and operating model. This role establishes and governs the frameworks, processes, tools, and organizational capabilities required to deliver reliable, scalable, secure, and customer-centric technology services across the enterprise.

The Senior Director is accountable for the Engineering & IT Service Catalog, service governance, service performance management, and global support operations. This leader will modernize service delivery through automation, AI-enabled capabilities, workforce optimization, and data-driven operational practices while ensuring services are aligned with business priorities and organizational objectives.

Working closely with Product Management, Infrastructure, Security, Enterprise Architecture, and business stakeholders, the Senior Director will establish a globally integrated service model that improves service quality, operational efficiency, user satisfaction, and measurable business outcomes.

Key Responsibilities and Duties

Service Strategy and Governance

• Define and lead the enterprise Service Management strategy, operating model, and governance framework.

• Establish and maintain the Engineering & IT Service Catalog, including service definitions, ownership models, service tiers, support models, and service-level objectives.

• Develop and enforce service management policies, standards, and operational governance practices.

• Establish clear accountability for service ownership, service performance, and service lifecycle management across E&IT.

• Lead service portfolio reviews to ensure services remain aligned with organizational needs, technology strategy, and operational objectives.

Service Management Operations

• Standardize and continuously improve IT Service Management processes, including:

  • Incident Management

  • Problem Management

  • Change Enablement

  • Request Fulfillment

  • Knowledge Management

  • Service Level Management

  • Major Incident Management

  • Service Configuration Management

• Establish operational readiness and service acceptance practices to ensure new products and platforms transition effectively into support.

• Drive continual service improvement initiatives through process optimization, automation, and performance measurement.

Global Support Services

• Build and lead a globally integrated support organization capable of delivering consistent, high-quality support across all ICANN locations.

• Establish follow-the-sun support capabilities and operational models that improve responsiveness and service availability.

• Define support structures, escalation models, workforce planning approaches, and operational procedures.

• Ensure support services deliver exceptional employee experiences while meeting defined service commitments.

Service Management Platforms and Automation

• Lead the selection, implementation, optimization, and governance of Service Management platforms and related technologies.

• Drive adoption of AI-enabled service management capabilities, including virtual agents, intelligent routing, automated remediation, predictive analytics, and self-service solutions.

• Establish knowledge-centered service practices that improve issue resolution and reduce support effort.

• Establish and govern AI-enabled service operations capabilities including virtual agents, intelligent routing, predictive support, automated remediation, and knowledge management solutions.

• Identify opportunities to leverage AI and intelligent automation to improve service quality, operational efficiency, and workforce producti