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Celerion

Director, User Services

Celerion

Director leading the global end-user technology support strategy for Celerion. Ensuring high-quality IT experience and vendor management for employees with a focus on continual improvement.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading global IT support services, focusing on service delivery, operational excellence, and continuous improvement. Proficient in managing vendor relationships, implementing ITIL best practices, and enhancing user experience through technology enablement.

Highest-signal resume keywords
IT LeadershipService Delivery ManagementITIL FrameworkMicrosoft 365 EcosystemVendor Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
End-User ServicesService Desk ManagementWindows Endpoint ManagementMobile Device ManagementIdentity and Access ManagementEndpoint Lifecycle ManagementAsset ManagementOperational Metrics AnalysisProcess ImprovementCustomer Satisfaction Metrics
Soft Skills
Relationship ManagementCollaborationMentoringCommunicationChange Management
Tools & Technologies
Microsoft TeamsITSM PlatformsServiceNowIntuneAutomation Tools
Industry Keywords
Regulated IndustriesPharmaceuticalHealthcareClinical ResearchLife Sciences

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Lead the global strategy, governance, and continuous improvement of end-user IT support services.
  • Ensure a consistent, high-quality support experience for employees across all Celerion locations.
  • Define service delivery standards focused on responsiveness, quality, customer satisfaction, and operational excellence.
  • Drive initiatives that improve employee productivity through technology enablement.
  • Develop trusted relationships with business leaders to understand operational priorities and evolving technology support needs.
  • Act as the voice of the business within IT for all user support services.
  • Translate business requirements into actionable service expectations for internal teams and external partners.
  • Communicate service capabilities, processes, and performance metrics to stakeholders.
  • Serve as the primary operational relationship manager for outsourced service providers supporting end-user technologies.
  • Monitor vendor performance against contractual obligations, SLAs, KPIs, and customer experience objectives.
  • Conduct regular operational reviews and business reviews with strategic partners.
  • Escalate and resolve performance issues while driving accountability and continuous improvement.
  • Partner with Procurement and IT leadership during contract renewals, service expansions, and vendor evaluations.
  • Oversee global service desk operations, desktop support, executive support, field services, and endpoint lifecycle management.
  • Ensure effective incident, request, problem, and knowledge management processes are followed.
  • Promote ITIL-based best practices to improve service quality and operational efficiency.
  • Drive automation and self-service initiatives to improve user experience.
  • Champion a customer-first culture throughout IT support operations.
  • Establish and monitor user satisfaction metrics, including CSAT and service quality trends.
  • Identify opportunities to simplify support processes and reduce recurring issues.
  • Lead initiatives that improve the overall digital workplace experience.
  • Analyze service metrics and operational trends to identify improvement opportunities.
  • Implement process improvements that increase efficiency, reduce support costs, and enhance service quality.
  • Partner with infrastructure, security, application, and business teams to proactively resolve systemic issues.
  • Lead organizational change related to user support technologies and service delivery.
  • Mentor and develop internal IT service management staff.
  • Foster collaboration between internal teams and external partners.
  • Build a culture of accountability, customer service, innovation, and continuous improvement.
  • Support strategic IT initiatives and organizational transformation efforts.

Requirements

What you’ll need
  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline required.
  • 10+ years of progressive IT leadership experience in end-user services, service delivery, or IT operations.
  • 5+ years managing global managed service providers or outsourced IT support organizations.
  • Experience leading global Service Desk and End User Computing environments.
  • Experience working in regulated industries (pharmaceutical, healthcare, clinical research, or life sciences) preferred.
  • Experience managing distributed teams across multiple geographic regions.
  • Microsoft 365 ecosystem
  • Windows endpoint management
  • Mobile device management (Intune preferred)
  • Microsoft Teams
  • ITSM platforms (ServiceNow preferred)
  • Identity and access management
  • Endpoint lifecycle management
  • Asset management
  • ITIL framework and service management best practices

Benefits

Comp & perks
  • Celerion Values: Integrity Trust Teamwork Respect
  • Celerion is an Equal Opportunity Employer.