Director, IT Service Management

About Us

Americold is a global provider of temperature-controlled infrastructure.

We partner with farmers and food producers to ensure their perishable and frozen product reaches foods suppliers, restaurants, and your local grocery store without spoilage.

Our customers, which include some of the most respected brands in the food industry, rely on our expertise and commitment to safety in order to deliver on their commitments.

What you'll Do

The Director of IT Service Management (ITSM) will lead the establishment of a global ITSM program and the deployment of key ITIL processes across our organization globally.

The role requires a deep understanding of ITIL best practices, exceptional leadership skills, and a proven track record of implementing ITSM processes on a global scale.


* Develop and Implement ITSM Framework: Establish a comprehensive ITSM framework that aligns with the organization's strategic goals and objectives.


* Deploy ITIL Processes: Lead the deployment / maturity of key ITIL processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management, ensuring consistency and efficiency across all regions.


* Global Coordination: Coordinate with regional IT teams to ensure the successful implementation and adoption of ITSM processes globally.


* Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery, reduce incidents, and improve overall customer satisfaction.


* Stakeholder Management: Engage with key stakeholders, including senior leadership, to communicate the benefits and progress of ITSM initiatives.


* Training and Development: Develop and deliver training programs to ensure all IT staff are proficient in ITIL processes and best practices.


* Performance Metrics: Establish and monitor performance metrics to measure the effectiveness of ITSM processes and identify areas for improvement.


* Compliance and Governance: Ensure all ITSM processes comply with relevant regulations and governance standards.


* Manage 3 rd Party Service Desk operations to ensure SLA compliance, and delivery of KPIs.

What Experience and Education You Need


* Education: Bachelor's degree in information technology, Computer Science, or equivalent work experience.


* Experience: Minimum of 7 years of experience in IT Service Management, with at least 5 years in a leadership role.


* Certifications: ITIL Expert or Master certification is preferred.

What Could Set You Apart


* Strong leadership and ability to influence across teams.


* Excellent communication and interpersonal skills.


* Proven ability to manage large-scale ITSM projects.


* Deep understanding of ITIL best practices and frameworks.


* Ability to work effectively in a global, multicultural environment.


* Strong organizational and project management skills.


* Ability to influence and drive change across the or...