The Director, IT Service Management is accountable for the end-to-end service experience across Navacord, ensuring reliable, transparent, and continuously improving IT services delivered through a managed service provider (MSP) and internal group hybrid model. This role owns ITSM process integrity, service performance, escalation management, and vendor accountability, ensuring business confidence in IT operations across a distributed, regulated brokerage environment. This role manages SLAs, service quality, and executive-level transparency, acts as the single point of accountability for first-line service intake, triage, escalation, and flow; holds accountability for MSP service performance and continuous improvement; and ensures ITSM practices aligned to ITIL v4 and Navacord operating realities enable IT services to scale safely and predictably as Navacord grows through acquisitions and platform modernization.