Director, elluminate Service Management

Lead and manage the global elluminate Run Service organization, including incident response, service operations, product support and continuous improvement functions. Define and execute the elluminate Run Service strategy, ensuring scalability, reliability, and customer satisfaction. Work closely with support, product and delivery teams in evolving the support function into a world class operation with focus on customer experience. Own service availability, SLAs, and KPIs, driving a metrics-driven culture for service excellence. Establish and maintain ITIL-based service management processes (Incident, Problem, Change, Release, and Configuration Management). Implement strong governance frameworks for service delivery, reporting, and compliance across client accounts. Build and lead a high-performing team of service managers, data engineers, and platform support specialists.