Director, IT Service Management and Field Operations (Global / HQ Chicago)

ABOUT US
tms unites technology, marketing, and sourcing to drive transformational change for the world's leading brands. With more than 1,400 employees across 28 countries., we offer an impressive range of solutions - from inspiration and innovation to category management and delivery.
Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including McDonald's, T-Mobile, O2, Starbucks, and adidas.
Most importantly, we're a place where you can achieve great things, and be recognized as the best.
WHAT MATTERS THE MOST
Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.
tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com.
WHY WE THINK YOU WILL LOVE THIS ROLE
The Director, IT Service and Field Operations will lead the global end user service experience across tms, overseeing Field Service Operations and IT Service Management capabilities across the Americas, Europe, and Asia.
This role combines operational leadership with the opportunity to continuously improve and modernize how technology services are delivered and experienced across the organization. The ideal candidate brings strong operational discipline, a thoughtful approach to change leadership, and a passion for creating reliable, high-quality employee technology experiences at scale.
This leader will play a key role in evolving service operations toward a more proactive, capability-oriented model while driving measurable improvements in service performance, operational effectiveness, and user experience.
WHAT YOU WILL BRING TO THE ORGANIZATION
Global Service Delivery & Operations

• Lead a globally distributed Field Service Operations and ITSM organization across the Americas, Europe, and Asia, including regional FSO managers and an ITSM manager in Europe
• Drive a consistent, high-quality end user service experience across all regions and support models
• Serve as the escalation leader for end user services while acting as a strong advocate for employees and business stakeholders
• Partner closely with engineering and infrastructure teams to ensure operational readiness for new technologies, initiatives, and deployments

ITSM, ServiceNow & Service Performance

• Own ITSM capabilities end-to-end, including Incident, Problem, Change, and Request Management
• Drive the maturity, adoption, and consistency of ServiceNow as the system of record for service operations
• Establish measurable service performance standards, operational KPIs, and reporting that improve transparency and support data-driven decision making
• Build a clear and credible narrative around service quality, reliability, user experience, and continuous improvement

Vendor Governance & Financial Management

• Own operational and financial performance for key strategic service providers, including Hexaware and Orange
• Establish clear operational expectations, governance rhythms, measurable performance standards, and strong partnership models with vendors
• Manage budgets across End User Compute, ITSM, service operations, and vendor contracts
• Build and manage a multi-year capability roadmap aligned to business priorities and technology direction
• Improve visibility into operational costs and service drivers while identifying opportunities for optimization and efficiency

Transformation, Change & Leadership

• Lead the continued evolution of service operations toward a more proactive, capability-oriented model through thoughtful, measurable, and sustainable improvements
• Introduce greater clarity, consistency, and operational maturity into how services are delivered and supported globally
• Lead organizational and operational change with a strong focus on communication, stakeholder alignment, and team engagement
• Develop and lead a global team of managers, individual contributors, contractors, and service providers across multiple regions and time zones
• Foster a culture grounded in accountability, partnership, continuous improvement, and genuine care for both employees and end users

SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE

• 10-15 years of progressive IT leadership experience, with significant experience in Field Services, ITSM, or Service Operations
• Proven success leading global, multi-region service delivery organizations
• Strong experience managing outsourced vendors and strategic service providers in complex enterprise environments
• Experience owning and managing multi-million dollar operational and technology budgets
• Demonstrated success leading organizational change, service modernization, and operational maturity initiatives
• Exceptional communication and leadership presence, with the ability to engage effectively at both executive and technical levels
• Strong operational discipline with a focus on measurable outcomes, service quality, and continuous improvement
• Experience defining and leveraging KPIs, metrics, and reporting to improve service performance and operational transparency
• Collaborative leadership style with the ability to partner effectively across infrastructure, engineering, security, and business teams
• High degree of ownership, maturity, and accountability, with the ability to lead through complexity and ambiguity

And we'd love you to...

• Bring a thoughtful and balanced approach to transformation, modernization, and change leadership
• Continuously improve the employee technology experience through strong service operations and partnership

Any of the following would be a plus

• ITIL v4 Foundation certification or higher
• ServiceNow platform experience
• PMP or related operational leadership certifications
• Experience evolving organizations toward capability-oriented operating models

Starting salary between $190,000-$210,000
TOTAL REWARDS
Our total rewards philosophy integrates programs for compensation, benefits, recognition, learning and development, corporate culture, corporate citizenship and work-life balance. While individual program components may differ by country, some things remain constant:

• Our commitment to rewarding results
• Opportunities to work with talented and driven individuals at every level of our company who respect each other, treat each other fairly and hold one another accountable for our customers'-and our company's-success

There's more ...
Generous medical, dental, vision and other great benefits
Paid parental and medical leave programs
401(k) with a company match component and profit sharing
15 days of paid time off plus company holidays
Hybrid work model
Tuition reimbursement and student loan repayment assistance
Inclusive employee resource groups
EQUAL OPPORTUNITY EMPLOYER
We are an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
RECRUITING AGENCIES
tms does not accept agency resumes submitted by third-party vendors unless a valid agreement has been signed and the tms Talent Acquisition Team has granted authorization for submissions for a specified position. Please do not submit or forward resumes to our site, tms employees, or any other company location. tms is not responsible for any fees related to unsolicited resumes.
Nearest Major Market: Chicago