Job Summary

The Associate Director, Head of IT Service Management (ITSM) is accountable for the global ITSM strategy, operating model, and service governance across Grant Thornton’s technology organization.
This role provides enterprise‑level leadership across core ITSM disciplines—including Incident, Major Incident, Problem, Change Enablement, and Release Management—ensuring consistent, scalable, and reliable service delivery through the Global Delivery Centers (GDCs).
The Head of ITSM defines global process standards, provides executive oversight across ITSM functions, and partners with senior technology and business leadership to improve service reliability, manage operational risk, and enhance the end‑user experience

Responsibilities
- ITSM Strategy & Global Operating Model
- Define and own the global IT Service Management strategy and operating model, aligned to business objectives, risk posture, and technology direction.
- Establish a GDC‑led delivery model for ITSM, including role clarity, regional responsibilities, and follow‑the‑sun coverage.




- Ensure consistent adoption of ITSM practices across infrastructure, cloud, enterprise systems, digital workplace, and application services.
- Functional Leadership & People Management
- Provide leadership and direction to ITSM Managers (e.g., Major Incident & Problem, Change Enablement, Release).
- Operate as a manager‑of‑managers, establishing accountability, performance standards, and operating cadence.
- Build leadership capability, succession planning, and maturity across the ITSM organization.
- Champion a culture of operational discipline, continuous improvement, and service ownership.
- Process Ownership & Governance
- Serve as the executive process owner for core ITSM practices, including Incident, Problem, Change, and Release Management.
- Define and govern general ITSM policies, standards, workflows, and escalation models aligned to ITIL best practices.
- Ensure consistent application of ITSM processes acr

📌 IT Service Management (Bogotá)
🏢 Auxis- US
📍 Bogotá