Managing Director, Global IT Customer Services
Managing Director, Global IT Customer Services

Managing Director, Global IT Customer Services

London Full-Time 72000 - 108000 ÂŁ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead global IT operations and manage a diverse team to deliver top-notch customer services.
  • Company: Join FTI Consulting, a leading expert-driven firm with a strong reputation for excellence.
  • Benefits: Enjoy professional development, a collaborative culture, and opportunities for impactful work.
  • Why this job: Make a difference in a dynamic environment while working with industry leaders.
  • Qualifications: 20+ years in IT, with a focus on service operations and team management required.
  • Other info: Remote work options available; commitment to diversity and inclusion is a core value.

The predicted salary is between 72000 - 108000 ÂŁ per year.

Managing Director, Global IT Customer Services

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 24×7 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

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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

My Profile

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.

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Managing Director, Global IT Customer Services employer: FTI Consulting, Inc

FTI Consulting is an exceptional employer that fosters a collaborative and inclusive work culture, empowering employees to make a significant impact on global challenges. With a strong commitment to professional development, employees are encouraged to grow their skills and take on diverse projects across the organisation. Located in a dynamic environment, FTI Consulting offers competitive benefits and the opportunity to work alongside industry-leading experts, making it an ideal place for those seeking meaningful and rewarding careers.
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Contact Detail:

FTI Consulting, Inc Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Managing Director, Global IT Customer Services

✨Tip Number 1

Network with professionals in the IT consulting field, especially those who have experience at FTI Consulting or similar firms. Attend industry events, webinars, and forums to connect with potential colleagues and learn more about the company culture.

✨Tip Number 2

Familiarise yourself with the latest trends in IT service management and cybersecurity, as these are crucial for the role. Consider joining relevant online communities or forums where you can discuss these topics and showcase your knowledge.

✨Tip Number 3

Prepare to demonstrate your leadership skills by sharing specific examples of how you've successfully managed large teams and complex projects in the past. Be ready to discuss your approach to mentoring and developing talent within your team.

✨Tip Number 4

Research FTI Consulting's recent projects and initiatives to understand their strategic goals. This will help you align your experience and vision with their objectives during discussions with the hiring team.

We think you need these skills to ace Managing Director, Global IT Customer Services

Strategic Leadership
IT Operations Management
Service Delivery Excellence
Change Management
Stakeholder Engagement
Technical Proficiency in IT Infrastructure
Cybersecurity Expertise
Budget Management
Vendor Relationship Management
Project Management
Team Leadership and Mentoring
Data Privacy Compliance
ServiceNow Configuration
Microsoft 365 Administration
Incident and Change Management
Problem-Solving Skills
Communication Skills
Adaptability to Emerging Technologies
Operational Metrics and Performance Management

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights your extensive IT experience, particularly in service operations and managing large global teams. Use specific examples that demonstrate your leadership skills and technical expertise relevant to the role.

Craft a Compelling Cover Letter: In your cover letter, express your passion for IT and how your background aligns with FTI Consulting's goals. Mention your experience in strategic leadership and operational execution, and how you can contribute to their mission of making a positive impact.

Highlight Relevant Qualifications: Clearly list your qualifications, including any technical certifications like ITIL Expert or CISSP. Emphasise your project management experience and familiarity with tools such as ServiceNow and Microsoft 365, as these are crucial for the role.

Showcase Your Achievements: Include quantifiable achievements in your application, such as successful project completions, budget management, or improvements in service delivery. This will help demonstrate your capability to drive high-impact service delivery and stakeholder satisfaction.

How to prepare for a job interview at FTI Consulting, Inc

✨Understand the Company Culture

Before your interview, take some time to research FTI Consulting's culture and values. They emphasise collaboration, diversity, and professional development, so be prepared to discuss how your own values align with theirs.

✨Showcase Your Leadership Experience

As a Managing Director, you'll need to demonstrate strong leadership skills. Prepare examples of how you've successfully managed large teams and driven operational excellence in previous roles, particularly in IT service operations.

✨Be Ready for Technical Questions

Given the technical nature of the role, expect questions about your expertise in areas like cybersecurity, infrastructure management, and Microsoft cloud environments. Brush up on these topics and be ready to discuss specific projects or challenges you've faced.

✨Prepare for Strategic Discussions

The role involves strategic leadership and alignment with business goals. Be prepared to discuss how you would partner with senior IT leadership to define and execute IT strategies that support FTI's objectives. Think about past experiences where you've successfully aligned IT initiatives with business needs.

Managing Director, Global IT Customer Services
FTI Consulting, Inc
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