{"id":3691363,"url":"https://alion.io/job/clarivate-director-it-support-services","title":"Director, IT Support Services","company":{"id":5458,"name":"Clarivate","domain":"clarivate.com","url":"https://alion.io/company/clarivate","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":8,"ghost_share":0,"stale_share":0.25,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India","Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-11-03T16:38:20Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T16:41:48Z","board_verified":false,"closed_at":"2026-11-06T16:41:48Z","days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"About You - experience, education, skills and accomplishments\nBachelor’s degree or equivalent practical experience. \n15 years of relevant experience in IT support services, workplace support or service management. \nExperience leading global, 24×7 IT support operations across multiple regions. \nExperience leading multiple teams through managers and team leads. \nStrong expertise in IT service management, operational performance, stakeholder management and service transformation. \nIt would be great if you also have:\nITIL 4 certification or an equivalent service management qualification. \nExperience with ServiceNow ITSM, including request automation and virtual agent capabilities. \nExperience supporting mergers, acquisitions, divestitures or transition service agreements. \nExperience managing a NOC or similar operations center\nKnowledge of digital employee experience tools and XLA-based measurement. \nWhat will you be doing in this role?\nLead the global IT Service Center and Workplace Support teams, delivering reliable 24×7 support across remote and on-site channels. \nOwn the Workplace Support strategy, operating model and multi-year service and technology roadmap. \nDefine enterprise IT service management standards and own key measures, including SLA compliance, first-contact resolution and routing accuracy. \nDrive automation, self-service, AI-assisted support and the transition of managed-service-provider scope into the in-house organization. \nLead support readiness for M&A and colleague lifecycle events while managing talent, budgets, vendors, governance and global resourcing. \nAbout the team\nThe function combines the global IT Service Center and Workplace Support teams. \nTeams operate through a 24×7 follow-the-sun model across APAC, EMEA and the Americas. \nThe organization supports Clarivate colleagues through remote and on-site channels. \nThe role reports to the Senior Director, Digital Workplace Services. \nThe position leads multiple teams through managers and team leads. \nHours of Work\nFull-time role, Requires collaboration across APAC, EMEA and the Americas. \nFlexibility is needed to support global 24×7 operations when required. \nAt Clarivate, we are committed to providing equal employment opportunities for allqualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. 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