Role Overview
The Director Strategy, Governance, Quality, Knowledge, and Learning is a senior leadership role responsible for defining and executing an integrated enterprise strategy that aligns IT Service Management (ITSM), Knowledge Management (KCS), Learning & Development (L&D), and Quality to measurable IT and business outcomes.
This role provides leadership through multiple layers of management and senior professional staff and operates at scale across large business units, multiple markets, and global sites. The position plays a critical role in enabling operational excellence, service reliability, workforce capability, and continuous improvement across enterprise IT support and operations.
Key Responsibilities:
Strategy & Governance
- Define and drive an integrated strategy for Quality, Knowledge, and Learning aligned to enterprise IT and business priorities.
- Establish and maintain governance frameworks for ITIL, KCS, and L&D standards, ensuring consistent adoption, compliance, and continuous improvement.
- Partner with executive stakeholders to translate strategy into scalable operating models, roadmaps, and success metrics.
ITIL Service Management
- Provide leadership across core ITSM functions including incident, problem, request, change, release, and service fulfillment.
- Drive shift-left strategies, automation, and self-service adoption to improve efficiency and customer experience.
- Maintain service performance via SLAs, XLAs, service health dashboards, and proactive insights.
- Ensure operational readiness across provisioning, deployments, upgrades, and restoration activities.
Knowledge Management (KCS)
- Lead enterprise adoption of KCS v6 (or KCS-like) practices embedded into daily workflows.
- Oversee the full knowledge lifecycle, including content creation, reuse, improvement, taxonomy, and quality standards.
- Establish and track metrics for knowledge reuse, solving efficiency, and self-service effectiveness.
- Foster a strong culture of knowledge sharing and continuous learning.
Learning & Development
- Design and deploy role-based learning paths using industry best practices such as ADDIE, Kirkpatrick, and 702010.
- Implement and mature a modern L&D technology stack (LMS/LXP, content platforms, analytics).
- Measure learning effectiveness and business impact through operational and performance KPIs.
- Ensure learning programs support both frontline execution and leadership capability development.
Quality & Insights
- Define and enforce quality standards across IT processes, knowledge assets, and learning programs.
- Deliver unified dashboards and executive-level insights that connect service, knowledge, and learning performance.
- Drive data-informed decision-making and continuous improvement at scale.
Technology & Culture
- Integrate ITSM, Knowledge Management, and L&D platforms to create a seamless employee and customer experience.
- Leverage AI and advanced analytics to enhance knowledge relevance, learning personalization, and productivity.
- Lead enterprise change management, coaching, and recognition programs to embed standardized practices and behaviors.
- Build and sustain high-performing, globally distributed teams.
Qualifications
Education & Certifications
- Bachelor's degree in Information Technology or related field required; Master's degree preferred.
- Certifications strongly preferred:
- ITIL 4
- KCS v6
- L&D credentials (ATD, CPTD, Kirkpatrick)
- Lean Six Sigma, Prosci, or similar change management certification is a plus.
Experience
- 10+ years of experience in IT Service Management or enterprise IT operations.
- 5+ years of experience leading large, multi-disciplinary teams through multiple layers of management.
- Proven success driving:
- ITIL process maturity and improvement
- Enterprise KCS adoption
- Scalable L&D programs tied to operational performance
- Experience supporting large IT environments including incident response, service restoration, deployments, data center operations, and problem management.
Skills & Competencies
- IT service management, knowledge lifecycle management, and instructional design expertise.
- Strong analytical skills with experience building performance dashboards and metrics.
- Hands-on familiarity with:
- ITSM platforms (e.g., ServiceNow, Jira)
- Knowledge Management tools
- LMS/LXP platforms
- Exceptional leadership, change management, and stakeholder engagement skills.
- Ability to operate strategically while driving execution across complex, global organizations.
Role Impact
- Directly impacts large business units and multiple markets or sites.
- Drives enterprisewide adoption of best practices that improve service quality, efficiency, and employee capability.
- Serves as a trusted advisor to senior leadership on operational excellence and workforce enablement.
