Director, IT Service Management

Overview

The Director, IT Service Management is accountable for the end-to-end service experience across Navacord, ensuring reliable, transparent, and continuously improving IT services delivered through a managed service provider (MSP) and internal group hybrid model. This role owns ITSM process integrity, service performance, escalation management, and vendor accountability, ensuring business confidence in IT operations across a distributed, regulated brokerage environment. This role manages SLAs, service quality, and executive-level transparency, acts as the single point of accountability for first-line service intake, triage, escalation, and flow; holds accountability for MSP service performance and continuous improvement; and ensures ITSM practices aligned to ITIL v4 and Navacord operating realities enable IT services to scale safely and predictably as Navacord grows through acquisitions and platform modernization.

WHAT YOU’LL BE RESPONSIBLE FOR

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