Delivery Director Jobs in Rutherford, NJ (NOW HIRING)

Job Summary:
Starr Insurance Companies is a leading insurance and investment organization, providing commercial property and casualty insurance globally. They are seeking a Senior Director of Global Service Delivery to architect and lead enterprise-wide IT support and service management functions, ensuring operational excellence and user satisfaction across all geographies.
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.
Qualifications:
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.
Company:
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. Founded in 1919, the company is headquartered in New York, USA, with a team of 1001-5000 employees. The company is currently Late Stage.