Global IT Service Director

Who We Are

BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.

What You'll Do

As a customer-centric leader, you will drive the design and delivery of exceptional IT support services. You will collaborate with your peers, and cross-functional teams to support the firm's business growth strategy and enhance digital product offerings. Your role involves prioritizing and managing IT service enhancements, with a focus on efficiency, effectiveness, and customer satisfaction. By leveraging new technologies and innovative practices, you will maintain and improve IT support processes. Additionally, you will support the Global IT Service team in data collection, sharing, and reporting to ensure accurate and timely information flow.Key Responsibilities:You will be part of a team managing the Global IT Service Center, ensuring seamless IT support and service delivery. Reporting to the Global IT Service Senior Director and working closely with two other Global IT Service Center Directors, you will drive impact and progress across IT operations, contributing significantly to the firm's digital transformation. Your responsibilities include supporting the transformation of products, processes, technology, and operational methods to global standards. By ensuring exceptional service, value, and flexibility, you will uphold the firm's commitment to delivering an unrivalled customer experience. Collaborating with IT Product and Service owners, you will help implement and improve digital solutions. You will handle escalations and manage complaints, ensuring senior stakeholders and VIP users receive prompt attention. Additionally, you will proactively identify and resolve IT issues, minimizing downtime and optimizing productivity, while fostering a culture of continuous improvement and innovation.

What You'll Bring

Experience:8-10 years in IT service management, with significant leadership experience.Proven track record in managing global IT support teams and driving digital transformation.Extensive experience in Agile environmentsSuccessful collaboration with cross-functional teams, and vendors.Expertise in overseeing IT Service delivery.Skills:Strong leadership and team management abilities.Excellent communication and interpersonal skills.Strategic thinking and problem-solving capabilities.Proficiency in IT service management frameworks (e.g., ITIL) and Agile methodologies.Strong project management skills.

Who You'll Work With

This role sits within our Global IT Service Team. Reporting to the Global IT Service Senior Director and collaborating with two other Global IT Service Center Directors, you will be an integral part of our global IT support team. You will engage with members of our agile IT Product and Service teams, key stakeholders, and our vendor supporting IT Service operations. This collaboration ensures seamless IT support, drives digital transformation, and contributes to continuous improvement and innovation, ultimately delivering an exceptional customer experience.

Additional info

POSITION DESCRIPTIONBCG is partnering with our clients to tackle some of the world's biggest and most pressing challenges. Grounded by our values and guided by our purpose, we are unlocking the potential of those who advance the world.As the Global IT Service Director, you will be an integral part of our global IT support team, dedicated to managing and enhancing IT support for our employees. Your primary goal is to optimize efficiency, save time, and prevent IT issues, thereby enabling our firm's success. You will collaborate closely with IT Product and Service owners, contributing to continuous improvement, digital transformation, and innovative strategies to achieve the highest possible customer experience.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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