Associate Director - Digital Enterprise Services

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Last checked: 21 hours agoStatus: Live

Job Summary

Own the enterprise Service Desk vision, strategy, governance, and performance outcomes for Digital and OT-adjacent support intake. Lead the help desk operating model as FMC’s single point of contact, driving ITIL v4/ITSM service maturity, service integration, and continuous improvement in a vendor-led environment. Ensure experience-led support outcomes through XLAs, sentiment-driven insights, real-time operational visibility, and cross-functional coordination across infrastructure, application/ERP, security, risk, and field services.

Location: Philadelphia

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Serve as the single accountable owner of the enterprise Service Desk operating model, including vision, roadmap, scope, and value proposition.
•Define and evolve the enterprise help desk strategy aligned to Digital, Security, and business priorities; drive service maturity uplift using ITIL v4/ITSM practices.
•Provide strategic liaison and governance leadership for managed service partners, enforcing service governance frameworks (SLAs/XLAs, scorecards, dashboards) and continuous service quality improvement.
•Own the end-to-end Digital Support Experience, shifting from ticket-centric metrics to experience-centric outcomes using XLAs and sentiment-driven insights.
•Maintain real-time visibility into service health and performance, analyze data for recurring issues and service gaps, and lead enterprise problem management in partnership with infrastructure, applications, security, and OT teams.

Travel: Low travel

Key Requirements

•8+ years of experience in IT Service Management, Digital Operations, or Technology Service Delivery.
•Bachelors degree or equivalent experience.
•Demonstrated success operating within a managed services/outsourced Service Desk model.
•Strong background in vendor governance and performance management, influencing outcomes without direct authority, and cross-tower service integration across applications, infrastructure, and security.
•Proven ability to analyze support data and drive measurable service and experience improvements in complex, multi-domain enterprise environments.

Experience:8+ yearsIT service managementDigital operationsTechnology service deliveryManaged servicesEnterprise support

Education:Bachelor's

Skills:Stakeholder managementInfluencing outcomesContinuous improvementData-driven decision makingProblem-solving

Tech Stack:ITIL v4ITSMSIAMSLAsXLAsAIOpsERP

Company Brief

FMC Corporation

Industry: Agriculture

Website

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FMC Corporation

1 week ago

Associate Director - Digital Enterprise Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Philadelphia

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Serve as the single accountable owner of the enterprise Service Desk operating model, including vision, roadmap, scope, and value proposition.
•Define and evolve the enterprise help desk strategy aligned to Digital, Security, and business priorities; drive service maturity uplift using ITIL v4/ITSM practices.
•Provide strategic liaison and governance leadership for managed service partners, enforcing service governance frameworks (SLAs/XLAs, scorecards, dashboards) and continuous service quality improvement.
•Own the end-to-end Digital Support Experience, shifting from ticket-centric metrics to experience-centric outcomes using XLAs and sentiment-driven insights.
•Maintain real-time visibility into service health and performance, analyze data for recurring issues and service gaps, and lead enterprise problem management in partnership with infrastructure, applications, security, and OT teams.

Travel: Low travel

Key Requirements

•8+ years of experience in IT Service Management, Digital Operations, or Technology Service Delivery.
•Bachelors degree or equivalent experience.
•Demonstrated success operating within a managed services/outsourced Service Desk model.
•Strong background in vendor governance and performance management, influencing outcomes without direct authority, and cross-tower service integration across applications, infrastructure, and security.
•Proven ability to analyze support data and drive measurable service and experience improvements in complex, multi-domain enterprise environments.

Experience:8+ yearsIT service managementDigital operationsTechnology service deliveryManaged servicesEnterprise support

Education:Bachelor's

Skills:Stakeholder managementInfluencing outcomesContinuous improvementData-driven decision makingProblem-solving

Tech Stack:ITIL v4ITSMSIAMSLAsXLAsAIOpsERP

Company Brief

FMC Corporation

Industry: Agriculture

Website