Director, Service Management

Worley is a global professional services company of energy, chemicals and resources experts. We partner with customers to deliver projects and create value over the life of their assets. We're bridging two worlds, moving towards more sustainable energy sources, while helping to provide the energy, chemicals and resources needed now.

Summary:

The Director, Service Management is accountable for the strategy, execution, and continuous improvement of IT service management across the organization. This role ensures IT services are delivered reliably, transparently, and in line with agreed service levels, while driving strong operational discipline, resilience, and communication.

The Director leads teams and partners responsible for the Help Desk (Levels 1 and 1.5), incident management, change management, CMDB, resilience (DR/BCP), service delivery performance (KPIs, SLOs, SLAs), and IT communications, acting as the operational glue across all IT domains.

Key Responsibilities
Strategy & Leadership

• Define and own the IT Service Management (ITSM) strategy aligned with business priorities, IT operating models, and enterprise risk management.
• Lead, mentor, and develop service management teams, fostering a culture of accountability, customer focus, and continuous improvement.
• Act as the senior escalation point for major incidents, service degradation, and service delivery risks.
• Partner closely with Infrastructure, Cloud, Network, Security, Applications, and End User Services leaders to ensure consistent, endtoend service delivery.

Help Desk (Levels 1 & 1.5)

• Own global Help Desk services, including Level 1 and Level 1.5 support models.
• Ensure efficient intake, triage, resolution, and escalation of incidents and service requests.
• Drive improvements in firstcontact resolution, user satisfaction, and ticket throughput.
• Ensure consistent service experience across regions and time zones.

Incident & Major Incident Management

• Own incident and major incident management processes, ensuring rapid restoration of service and clear accountability.
• Lead coordination of major incidents, including technical teams, vendors, and business stakeholders.
• Ensure timely, accurate incident communications and postincident reviews.
• Drive root cause analysis and preventative actions to reduce recurrence.

Change Management

• Own change management governance, including CAB operations, approval workflows, and risk assessment.
• Ensure changes are planned, communicated, and executed to minimize service disruption.
• Balance speed of delivery with operational stability and risk control.
• Track change success rates and drive continuous improvement.

Configuration Management & CMDB

• Own the Configuration Management Database (CMDB) and configuration management practices.
• Ensure accuracy, completeness, and governance of configuration data and service relationships.
• Enable effective impact analysis for incidents, changes, and resilience planning.
• Partner with End User Services, Enterprise Platforms, Applications and Network teams to maintain a single source of truth.

Service Delivery & Performance Management

• Manage service delivery frameworks, including KPIs, SLOs, and SLAs.
• Monitor service performance, identify trends, and drive service improvement.
• Ensure service commitments are understood, measured, and transparently reported.

Resilience & Service Continuity

• Partner across Digital Operations teams to define and maintain service resilience and continuity practices.
• Use service insights and data to proactively identify and mitigate operational risks.

IT Communications

• Own IT communications related to incidents, changes, outages, and service health.
• Ensure communications are timely, clear, and audienceappropriate.
• Establish standard communication templates and channels for updates.
  

Skills & Experience
Required

• Proven experience leading IT Service Management or IT Operations functions in a large, complex organization.
• Strong expertise in Help Desk operations, incident, change, and configuration management.
• Demonstrated experience managing service performance metrics.
• Experience leading major incident response communications.
• Strong stakeholder, vendor, and crossfunctional leadership skills.
• Ability to translate technical issues into clear business impact.

Preferred

• Experience operating in a global, multiregion environment.
• Familiarity with ITILaligned service management practices.
• Experience with enterprise ITSM platforms and CMDB governance.
• Strong change management and communication leadership capabilities.
  

Moving forward together

We're committed to building a diverse, inclusive and respectful workplace where everyone feels they belong, can bring themselves, and are heard. We provide equal employment opportunities to all qualified applicants and employees without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by law.

We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation.

And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology.

Whatever your ambition, there's a path for you here. And there's no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.