About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

 

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Job Summary

The Sr. Director is a strategic and operational leader responsible for overseeing enterprise-wide IT support functions, including application support, service desk operations, and IT Service Management (ITSM). This role ensures the delivery of high-quality, reliable, and scalable IT services that support business objectives and user needs. The ideal candidate will bring deep experience in IT operations, governance, and support models, with a strong focus on continuous improvement, service excellence, and team leadership.

Role Description

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ServiceNow Engineering & Product Management

• Lead and manage ServiceNow engineering and product teams, ensuring alignment with enterprise IT strategy.

• Oversee the design, development, and delivery of ServiceNow solutions to support ITSM and business automation.

• Collaborate with stakeholders to define product roadmaps, prioritize features, and ensure successful implementation.

• Drive innovation and continuous improvement in ServiceNow platform capabilities.

Application Support & Administration

• Lead teams responsible for application support, administration, and provisioning strategy across business-critical platforms.

• Define and enforce governance standards for application lifecycle management, access controls, and configuration.

• Collaborate with product and engineering teams to ensure seamless integration and support of advanced applications.

Service Desk Operations

• Oversee global service desk operations, including L1 and L2 support, with a focus on offshore delivery models.

• Design and implement an L2 support model for advanced applications, ensuring timely resolution of complex issues.

• Monitor service desk performance metrics and drive improvements in response time, resolution quality, and user satisfaction.

IT Service Management (ITSM)

• Own and evolve ITSM processes including Incident Management, Problem Management, and Change Management.

• Ensure compliance with ITIL best practices and alignment with business continuity and risk management strategies.

• Drive automation and optimization of ITSM workflows using tools like ServiceNow or equivalent platforms.

Leadership & Strategy

• Build and mentor high-performing teams across IT operations disciplines.

• Develop and execute strategic plans to scale IT operations in alignment with organizational growth.

• Partner with cross-functional leaders to ensure IT services meet evolving business needs.

Behaviors and Competencies

• Continuous Improvement: Can lead others in identifying and implementing major improvements and proactively drive continuous improvement across the organization.

• Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills.

• Business Acumen: Can provide strategic guidance and insights to drive overall business success.

• Leadership: Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.

• Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills.

• Problem-Solving: Can lead strategic problem-solving initiatives, inspire others to improve their problem-solving skills, and foster a culture of proactive problem-solving.

• Innovation: Can proactively lead organizational adaptability, inspire creativity, and foster a culture of continuous improvement.

• Digital Acumen: Can lead strategic digital initiatives, inspire others to improve their digital acumen, and foster a culture of continuous digital improvement.

• Risk Management: Can inspire and encourage others to take calculated risks, fostering a culture of innovation and adaptability.

• Collaboration: Can lead complex team projects, inspire others to collaborate effectively, and foster a culture of mutual respect and shared purpose.

• Strategic Implementation: Can lead the development and execution of comprehensive strategic plans, inspire and guide teams, and drive organizational change to achieve strategic objectives.

Skill Level Requirements

• Understanding of IT industry trends and dynamics, ensuring continuous learning and staying ahead of market shifts. - Expert

• Skilled in strategic planning and implementation, aligning with the responsibility of developing and implementing strategic plans to achieve organizational goals. - Expert

• Ability to identify and mitigate risks, aligning with the responsibility of safeguarding the organization’s operations and reputation. - Expert

• Proficiency in building and maintaining relationships with internal and external stakeholders to drive strategic initiatives and organizational success. - Expert

• The expertise in leveraging cloud-based platforms and services to build, deploy, and manage applications and data on the internet. - Expert

• The expertise in protecting systems, networks, and programs from digital attacks, ensuring the confidentiality, integrity, and availability of data. - Expert

Other Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree preferred.

• 10+ years of progressive experience in IT, including 5+ years in a leadership role.

• Proven experience managing global service desk teams and offshore support models.

• Strong knowledge of ITSM frameworks (ITIL certification preferred).

• Experience with enterprise applications, cloud platforms, and provisioning strategies.

• Excellent communication, stakeholder management, and problem-solving skills.

• Ability to travel to SHI, Partner, and Customer Events

• Ability to travel 25%

Preferred Skills:

• Experience with ServiceNow or similar ITSM platforms.

• Familiarity with governance frameworks (e.g., COBIT).

• Background in application support for SaaS, ERP, or custom enterprise systems.

• Ability to lead change in a dynamic, fast-paced environment.

The estimated annual pay range for this position is $220,000 - $270,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status