Managing Director, Global IT Customer Services
Posted 1 day 21 hours ago by FTI Consulting, Inc
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you will be inspired and empowered to make an impact on headline matters that change history.Working side by side with the world's leading experts in your field, you will be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
Are you ready to make an impact?
About the Role
The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. The Managing Director, Global Customer Services is a key member of the Information Technology Group (ITG), overseeing global operational delivery and service management, Tier's 1,2 and 3, across the Americas, EMEA, and APAC regions. This role leads a global team responsible for IT Operations, Helpdesk/Technical Support, Security Operations, Acquisition Integration, and Infrastructure Management. The ideal candidate will be technically proficient, operationally excellent, and capable of driving high-impact service delivery, change management, and stakeholder satisfaction at scale.
What You'll Do
Strategic Leadership
Partner with CIO and IT leadership to define and execute IT strategy aligned with FTI's business goals.
Communicate and collaborate regularly with senior IT leadership and staff to develop IT vision, strategy, and standards that align with business development opportunities.
Represent IT Operations in global leadership forums, contributing to enterprise strategy, integration planning, and technology vision.
Coordinate IT Operations, Technical Support, Acquisition Integration, Infrastructure Management, and Security Operations in strategic planning and resource allocation.
Ensure IT policies and procedures are implemented, tracked, and reported to the CIO.
Serve as a consultative resource across FTI, assisting in short-term projects and problem resolution.
Oversee IT Operations compliance with data privacy and all other regulatory requirements.
Operational Execution
Manage and mentor a global team of 35-50 staff and contractors, including 5-6 direct reports.
Oversee IT Operations' participation in ITG matrix teams (technical steering committees for system architecture and operations).
Oversee service desk and helpdesk operations, including 24x7 support escalation and IT ticket resolution.
Lead global incident and change management processes.
Manage overall IT Operations framework (structure, people, delivery processes), including measurement metrics and performance management.
Provide staff coaching, recognition, training, and development.
Ensure adherence to project management methodologies and foster accountability and initiative.
Support and direct enterprise and business segment-specific projects as project manager.
Facilitate collaboration across IT teams and corporate/business segments.
Technical Oversight
Design and implement scalable technical solutions for 8,000-10,000 global users.
Lead cybersecurity and privacy-related technology initiatives.
Oversee global laptop lifecycle: forecasting, procurement, deployment, patching, and disposal.
Troubleshoot complex infrastructure issues (e.g., AD, DNS, email routing).
Ensure effective deployment and usage of tools such as SSO, MFA, Microsoft 365 (Teams, OneDrive, SharePoint, Multi-Geo), and conditional access.
Oversee configuration and usage of ServiceNow for service management.
Administer the IT General Control (ITGC) environment.
Lead technology integration during mergers and acquisitions to align infrastructure and support systems.
Evaluate emerging technologies for improved user experience and business alignment.
Assist with hardware/software requirement forecasting and cost-benefit analysis.
Develop strategic vendor relationships and manage contracts.
Manage a global IT Operations budget effectively and strategically.
How You'll Grow
ITG uses an"IT Service Portfolio"approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals: Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, andManage a balanced set of IT investments that meet business objectives. We encourage our employees to become "Super Users" of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.
What You Will Need To Succeed
Basic Qualifications
20+ years of relevant IT experience (including 10+ years in service operations)
3-4 year degree in Computer Science, Information Systems, or related field
Proven track record of managing large, global IT operations teams
Demonstrated experience managing budgets, vendors, and contracts
Deep technical expertise across infrastructure, identity/access management, cybersecurity, and Microsoft cloud environments
Experience managing global acquisition integration programs
Comprehensive knowledge of all information systems technology disciplines.
Industry expertise of best practices, standards, and technology
Experience in directing IT policies and procedures
Project Management Experience
Ability to travel to FTI office(s) as needed
Applicants must be currently authorized to work in the United States on a full-time basis; the employer will not sponsor applicants for work visas
Preferred Qualifications
Technical Certifications: ITIL Expert, CISSP, CISA, CRISC
Technical Expertise:
Active Directory, DNS, SSO, MFA, Conditional Access
Office collaboration and booking systems
ServiceNow configuration management
Microsoft 365 (Teams, SharePoint, OneDrive, Multi-Geo)
Management of broader IT disciplines such as Enterprise Architecture, Cybersecurity, Infrastructure, and Applications
Graduate degree in a technology or management discipline
Willingness to provide after-hours on-call support (24/7 availability)
Willingness to perform physical labor occasionally (e.g., equipment moves)
Commitment to daily time entry and internal support documentation
Ability to act as backup or alternate for other IT staff as needed
About FTI Consulting
FTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 8,100 employees located in 33 countries and territories. Our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.7 billion in revenues during fiscal year 2024. In certain jurisdictions, FTI Consulting's services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
Additional Information
- Job Family/Level: Core Operations Level 5 - Tier 1
- Employee Status: Regular
Create and manage profiles for future opportunities.
At FTI Consulting, our goal is to attract, hire, acquire, develop and, most importantly, retain the best and most talentedpeople in the world. As our company continues to grow, we remain focused on building and maintaining a strong cultureof diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race,color, religion, creed, national origin or ancestry, gender, age, marital status, sexual orientation, status as a qualifiedindividual with a disability, status as a protected veteran, union affiliation, genetic information, sex, citizenshipstatus, or any other factor prohibited by law.