Senior Director of IT, ITSM & End User Experience - Remote

Overview

Johnson Controls is seeking a visionary and experienced Senior Director of ITSM & End User Experience to lead a global team responsible for delivering seamless IT services and exceptional end-user experiences across the enterprise.

In Short

• Lead the global ITSM function using ServiceNow to manage core ITIL processes.
• Manage the full lifecycle of all end-user devices globally.
• Oversee global deskside and onsite support teams.
• Own Hardware Asset Management (HAM) and Software Asset Management (SAM).
• Lead the enterprise mobile strategy for secure, scalable support.
• Achieve high SLA compliance and user satisfaction scores.
• Drive successful rollout of new EUC platforms and tools.
• Increase team engagement and retention scores.
• Partner with procurement and finance teams for optimized asset investments.
• Ensure compliance with software licensing and audit readiness.

Requirements

• 15+ years of experience in enterprise IT operations.
• Proven success managing large global teams.
• Strong working knowledge of ITIL and ServiceNow.
• Self-starter thriving in fast-paced environments.
• Bachelor's in Information Technology, Computer Science, or related field.
• MBA or advanced degree preferred.
• ITIL, PMP, or relevant certifications a plus.

Benefits

• Opportunity to lead transformation in a global company.
• Work in a supportive and innovative environment.
• Engagement in diverse IT operations across various regions.
• Access to cutting-edge technologies and practices.
• Competitive compensation and benefits package.