POSITION SUMMARY

We are seeking an experienced, visionary leader to drive excellence in IT Service Management (ITSM), Service Delivery Management, and Supplier Management across our global technology organization. This pivotal role will establish and lead best practices for ITSM, oversee the Service Delivery Management team responsible for managed service providers (MSPs), and head the Supplier Management Office (SMO) to optimize supplier relationships, performance, and governance. The successful candidate will be instrumental in digital transformation, building unified processes, and ensuring high-quality, value-driven partnerships that support our strategic growth.

This role offers a unique opportunity to shape the future of IT and supplier management, leading digital transformation and operational excellence across our organization

POSITION RESPONSIBILITIES

• IT Service Management
  • Develop, implement, and continuously improve unified ITSM processes for incident, problem, change, release, and configuration management (ITIL preferred).
  • Lead major incident management, ensuring standardized roles, escalation paths, and reporting.
  • Monitor process adherence, provide actionable insights, and embed continuous improvement through training and process optimization.

• Service Delivery Management
  • Oversee delivery of services to ensure all service level requirements (SLRs) and contractual commitments are met.
  • Manage the service lifecycle, drive service improvement plans, and ensure compliance with SLAs and KPIs.
  • Conduct audits and reviews of MSP performance, facilitating regular business reviews and acting as the escalation point for issue resolution.
  • Collaborate with senior leadership to define and execute service delivery strategies, identify innovation opportunities, and lead efficiency initiatives

• Supplier Management
  • Implement and manage a Supplier Governance Model, rationalize supplier landscape, and maintain preferred supplier lists.
  • Establish frameworks for supplier relationship and performance management, including scorecards, meeting cadences, and Supplier Relationship Managers.
  • Oversee contract and financial management, ensuring compliance, renewals, and dispute resolution.
  • Partner closely with Procurement and Finance for contract changes, billing, and performance credits/rebates.

• Stakeholder and Team Management
  • Build strong relationships with internal teams, MSPs, and suppliers; foster a culture of service excellence and continuous improvement.
  • Lead and motivate direct reports and cross-functional teams, generating commitment and a shared sense of purpose.
  • Champion change management, training, and adoption of new processes and governance structures.

EDUCATION AND EXPERIENCE

• Bachelor’s or Master’s Degree in Computer Science, Business Administration, or related field, or equivalent work experience.
• 10+ years in IT service, supplier, or service delivery management within global organizations, with proven leadership in managed service provider environments.

TECHNICAL SKILLS REQUIREMENTS

• Deep understanding of ITSM frameworks (ITIL certification required), experience managing complex managed service providers, and implementing supplier management best practices.
• Strong analytical, problem-solving, and project management skills.
• Exceptional communication, stakeholder influence, and executive presence.
• Experience managing $200M+ annual spend and complex supplier relationships.
• Ability to drive change, foster collaboration, and deliver measurable results.

The US base salary range for this full-time position is $164,000-$235,000 Our salary ranges are

determined by role, level, and location. The range displayed on each job posting reflects the base pay target range

for new hire salaries for the position. Within the range, individual pay is determined by work location and additional

factors, including job-related skills, experience, and relevant education or training.

 

This position is also eligible for short-term incentive compensation

This position is also eligible for long-term incentives

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional

and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning

on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

 

Visit zoetisbenefits.com to learn more.

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [email protected] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.