Director IT Service Management and Field Operations (Global / HQ Chicago)

tms

Director IT Service Management and Field Operations (Global / HQ Chicago)

Posted 7 Hours Ago

Be an Early Applicant

Chicago IL USA

Hybrid

190K-210K Annually

Expert/Leader

Agency • Gaming • Marketing Tech • Mobile • Analytics

tms is a global company uniting technology marketing and sourcing to drive transformational change.

The Role

The Director of IT Service Management will lead global Field Service Operations ensuring high-quality service delivery and overseeing ITSM capabilities across regions. Responsibilities include operational performance vendor management and transformative leadership to enhance employee technology experience.

Summary Generated by Built In

ABOUT US
tms unites technology marketing and sourcing to drive transformational change for the world's leading brands. With more than 1400 employees across 28 countries. we offer an impressive range of solutions - from inspiration and innovation to category management and delivery.
Operating as a creative agency a strategic consultancy a sourcing business and a technology provider we engage with over 110 million customers every single day for our clients including McDonald's T-Mobile O2 Starbucks and adidas.
Most importantly we're a place where you can achieve great things and be recognized as the best.
WHAT MATTERS THE MOST
Breakthrough business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.
tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity bring us your voice! Visit us at tmsw.com.
WHY WE THINK YOU WILL LOVE THIS ROLE
The Director IT Service and Field Operations will lead the global end user service experience across tms overseeing Field Service Operations and IT Service Management capabilities across the Americas Europe and Asia.
This role combines operational leadership with the opportunity to continuously improve and modernize how technology services are delivered and experienced across the organization. The ideal candidate brings strong operational discipline a thoughtful approach to change leadership and a passion for creating reliable high-quality employee technology experiences at scale.
This leader will play a key role in evolving service operations toward a more proactive capability-oriented model while driving measurable improvements in service performance operational effectiveness and user experience.
WHAT YOU WILL BRING TO THE ORGANIZATION
Global Service Delivery & Operations

Lead a globally distributed Field Service Operations and ITSM organization across the Americas Europe and Asia including regional FSO managers and an ITSM manager in Europe
Drive a consistent high-quality end user service experience across all regions and support models
Serve as the escalation leader for end user services while acting as a strong advocate for employees and business stakeholders
Partner closely with engineering and infrastructure teams to ensure operational readiness for new technologies initiatives and deployments

ITSM ServiceNow & Service Performance

Own ITSM capabilities end-to-end including Incident Problem Change and Request Management
Drive the maturity adoption and consistency of ServiceNow as the system of record for service operations
Establish measurable service performance standards operational KPIs and reporting that improve transparency and support data-driven decision making
Build a clear and credible narrative around service quality reliability user experience and continuous improvement

Vendor Governance & Financial Management

Own operational and financial performance for key strategic service providers including Hexaware and Orange
Establish clear operational expectations governance rhythms measurable performance standards and strong partnership models with vendors
Manage budgets across End User Compute ITSM service operations and vendor contracts
Build and manage a multi-year capability roadmap aligned to business priorities and technology direction
Improve visibility into operational costs and service drivers while identifying opportunities for optimization and efficiency

Transformation Change & Leadership

Lead the continued evolution of service operations toward a more proactive capability-oriented model through thoughtful measurable and sustainable improvements
Introduce greater clarity consistency and operational maturity into how services are delivered and supported globally
Lead organizational and operational change with a strong focus on communication stakeholder alignment and team engagement
Develop and lead a global team of managers individual contributors contractors and service providers across multiple regions and time zones
Foster a culture grounded in accountability partnership continuous improvement and genuine care for both employees and end users

SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE

10-15 years of progressive IT leadership experience with significant experience in Field Services ITSM or Service Operations
Proven success leading global multi-region service delivery organizations
Strong experience managing outsourced vendors and strategic service providers in complex enterprise environments
Experience owning and managing multi-million dollar operational and technology budgets
Demonstrated success leading organizational change service modernization and operational maturity initiatives
Exceptional communication and leadership presence with the ability to engage effectively at both executive and technical levels
Strong operational discipline with a focus on measurable outcomes service quality and continuous improvement
Experience defining and leveraging KPIs metrics and reporting to improve service performance and operational transparency
Collaborative leadership style with the ability to partner effectively across infrastructure engineering security and business teams
High degree of ownership maturity and accountability with the ability to lead through complexity and ambiguity

And we'd love you to...

Bring a thoughtful and balanced approach to transformation modernization and change leadership
Continuously improve the employee technology experience through strong service operations and partnership

Any of the following would be a plus

ITIL v4 Foundation certification or higher
ServiceNow platform experience
PMP or related operational leadership certifications
Experience evolving organizations toward capability-oriented operating models

Starting salary between $190000-$210000
TOTAL REWARDS
Our total rewards philosophy integrates programs for compensation benefits recognition learning and development corporate culture corporate citizenship and work-life balance. While individual program components may differ by country some things remain constant:

Our commitment to rewarding results
Opportunities to work with talented and driven individuals at every level of our company who respect each other treat each other fairly and hold one another accountable for our customers'-and our company's-success

There's more ...
Generous medical dental vision and other great benefits
Paid parental and medical leave programs
401(k) with a company match component and profit sharing
15 days of paid time off plus company holidays
Hybrid work model
Tuition reimbursement and student loan repayment assistance
Inclusive employee resource groups
EQUAL OPPORTUNITY EMPLOYER
We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.
RECRUITING AGENCIES
tms does not accept agency resumes submitted by third-party vendors unless a valid agreement has been signed and the tms Talent Acquisition Team has granted authorization for submissions for a specified position. Please do not submit or forward resumes to our site tms employees or any other company location. tms is not responsible for any fees related to unsolicited resumes.
Nearest Major Market: Chicago

Skills Required

10-15 years of progressive IT leadership experience
Significant experience in Field Services ITSM or Service Operations
Proven success leading global multi-region service delivery organizations
Strong experience managing outsourced vendors and strategic service providers in complex enterprise environments
Experience owning and managing multi-million dollar operational and technology budgets
Demonstrated success leading organizational change
Exceptional communication and leadership presence
Collaborative leadership style with the ability to partner effectively across teams
ITIL v4 Foundation certification or higher
ServiceNow platform experience

What the Team is Saying

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The Company

HQ: Chicago IL

2300 Employees

Year Founded: 1986

What We Do

tms unites technology and marketing and sourcing to drive transformational change for the world’s leading brands. With 1200+ employees across 26 countries we offer an impressive range of solutions — from inspiration and innovation to category management and delivery. Headquartered in Chicago with 10 offices worldwide we are responsible for some of the world’s most successful and iconic long-term marketing platforms including McDonald’s Happy Meal and MONOPOLY programs. Operating as a creative agency a strategic consultancy and a technology provider we engage with over 110 million customers every single day for clients including McDonald’s adidas T-Mobile Starbucks Vue and O2.

Why Work With Us

We have a culture of collaboration that fosters creativity among a diverse mix of talent. From Lunch and Learns to guided meditation sessions led by our people we believe that celebrating the skills experiences and inspiration of our people brings us closer to the results that matter.