Starr · 6 hours ago
Senior Director of Global Service Delivery
399 Park Avenue-New York, NY
Full-time
Onsite
Lead/Staff, Director/Executive
12+ years expStarr Insurance Holdings is a leading insurance and investment organization, providing commercial property and casualty insurance. They are seeking an accomplished Senior Director of Global Service Delivery to architect and lead enterprise-wide IT support and service management functions, ensuring business continuity and user satisfaction across all geographies.
Commercial InsuranceFinancial ServicesProfessional Services
Responsibilities
Develop, implement, and evolve a unified global IT service delivery and support strategy aligned with corporate goals, technology standards, and user needs
Lead major organizational initiatives focusing on transformation, process improvement, and integration of service management best practices globally
Foster relationships and collaborate with senior stakeholders to anticipate business needs and proactively adapt the global service model
Build and manage scalable, world-class Help Desk operations and Level 1/Level 2 support teams, providing efficient and effective problem resolution to end users
Oversee the proactive global monitoring of IT infrastructure, ensuring real-time risk mitigation and rapid incident identification and escalation
Drive operational consistency and excellence through standardized workflows, performance metrics, and ongoing team development
Lead the global execution and enhancement of key service management disciplines: Incident Management, Major Incident Management, Problem Management, Change Management and Configuration Management
Establish rigorous escalation procedures, root cause analysis, and service restoration protocols to minimize business impact and improve service reliability
Maintain robust configuration records and change controls to support operational transparency and infrastructure stability
Own the deployment, integration, and optimization of enterprise IT Service Management platforms (ServiceNow, Freshworks, or similar), building scalable workflows, dashboards, and reporting mechanisms
Drive platform utilization to support process automation, digital transformation, and unified service delivery across all business units and regions
Maintain hands-on engagement with supporting technologies, ensuring high performance in a multi-cloud, modern infrastructure ecosystem
Manage strategic vendor and partner relationships - including global Managed Service Providers and specialized support vendors - ensuring contracts, SLAs, and performance targets are consistently met
Oversee compliance with industry regulations and reporting standards, working closely with risk, audit, and governance bodies within the insurance sector
Ensure vendor accountability and cost effectiveness through strong oversight and effective negotiation
Champion exceptional, user-centric service delivery with consistent standards for communication, engagement, and case resolution across all regions
Gather and analyze user and business feedback to drive ongoing improvements and address gaps proactively
Lead change management and professional development initiatives to foster a culture of innovation, quality, and operational agility within the global support organization
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business, or a related field (Master's/advanced degree preferred)
Minimum 12 years' progressive experience in IT service delivery or infrastructure operations, including at least 5 years in a senior leadership role with global oversight
Advanced ITIL certification (ITIL Expert, Managing Professional, or equivalent) required
Demonstrated experience building and managing global, large-scale Help Desk/support functions, technology infrastructure monitoring, and enterprise-wide service management disciplines
Expert-level experience with enterprise ITSM platforms such as ServiceNow, Freshworks, or similar, including hands-on platform implementation, integration, workflow design, and reporting
Hands-on experience with cloud infrastructure platforms (AWS, Azure, Google Cloud), supporting enterprise-scale operations
Strong background in vendor management, strategic leadership, and regulatory compliance in complex organizational environments
Exceptional leadership, stakeholder management, communication, and analytical skills, proven success influencing and collaborating across regions and cultures
Preferred
Hands-on experience implementing ITSM platforms with process design, configuration, and rollout grounded in mature service management frameworks
Insurance industry experience or background in other highly regulated industries (finance, healthcare)
Familiarity with automation solutions and advanced IT operations tools to drive continuous improvement
Benefits
First class training and development opportunities
Company
Starr
With 100+ years of experience across leading industries, We apply an innovation mindset, agile approach, And a global team with local expertise wherever you operate.
1001-5000 employees
H1B Sponsorship
Starr has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Sean Chen
President
Company data provided by crunchbase