Managing Director, Systems Architecture & Global Customer Service

Who We Are  

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.  

There has never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.   

Are you ready to make an impact?

About the Role

The Information Technology Group (ITG) at FTI Consulting is a global organization of people, processes, and technology investments designed to achieve the firm’s business goals. The Managing Director, Systems Architecture & Global Customer Service is a senior leadership role responsible for defining and executing the vision, strategy, and operational excellence of FTI’s global IT solutions and services.

This individual oversees the implementation, deployment, and operational delivery of IT systems and services across the Americas, EMEA, and APAC regions. They provide technical and managerial oversight for multiple programs—spanning infrastructure, enterprise applications, security operations, customer support, and acquisition integrations—to ensure effective, secure, and scalable solutions that enable FTI’s business success.

The Managing Director partners with firm leadership, Enterprise Architecture, IT Operations, and global business stakeholders to deliver managed-risk, cost-effective, and supportable IT solutions that provide a competitive advantage.

What You’ll Do

Strategic Leadership

• Define and execute FTI’s global IT implementation and service delivery strategy aligned with business goals.

• Partner with the CIO, COO (EMEA), and IT leadership to shape and deliver technology initiatives that support growth, risk reduction, and operational efficiency.

• Serve as a key member of the ITG Office of the CIO, contributing to enterprise technology vision, governance, and investment decisions.

• Communicate and collaborate regularly with global IT and business leaders to ensure alignment between IT strategy and business priorities.

• Develop and enforce global standards, policies, and methodologies for deployment, configuration, and service management.

• Evaluate and manage ITG budgets, projects, and contracts, ensuring fiscal responsibility and measurable business value.

• Build and maintain strategic relationships with internal clients, vendors, and external partners.

Implementation & Deployment Oversight

• Lead global implementation and deployment of approved IT designs and architecture standards.

• Manage end-to-end project execution, including testing, pilot programs, and full-scale rollouts.

• Ensure appropriate training, documentation, and transition to operations for sustained system support.

• Oversee programmatic methods for assessing deployment maturity, architecture health, and service adoption.

• Provide feedback to Enterprise Architecture and Engineering on solution design, scalability, and standardization.

Global Service Operations

• Direct global IT Operations, Helpdesk, Technical Support, and Security Operations across all regions.

• Oversee Tier 1–3 service delivery for 8,000–10,000 global users, ensuring adherence to SLAs and ITGC requirements.

• Lead incident, problem, and change management processes to maintain operational continuity.

• Manage acquisition integrations and major infrastructure transitions, ensuring minimal disruption and optimal alignment with corporate standards.

• Oversee lifecycle management for end-user computing, including procurement, deployment, patching, and disposal.

• Ensure operational compliance with global privacy, security, and regulatory standards.

Technical & Program Management

• Lead the design, development, and maintenance of IT systems supporting both corporate and client needs.

• Oversee ServiceNow configuration, workflow automation, and reporting for global IT service management.

• Manage enterprise tools such as Microsoft 365 (Teams, OneDrive, SharePoint, Multi-Geo), SSO, MFA, and Conditional Access.

• Troubleshoot complex infrastructure issues (e.g., Active Directory, DNS, routing, identity management).

• Support cybersecurity initiatives and ensure integration with operational and deployment practices.

People Leadership

• Manage and mentor a global team of 35–50 staff and contractors, including engineers, architects, and operational leaders.

• Set priorities, measure performance, and provide coaching, recognition, and professional development.

• Foster a culture of accountability, teamwork, and service excellence.

• Ensure staff adhere to ITG’s project management and operational methodologies.

How You’ll Grow

As a senior leader in the ITG organization, you’ll play a pivotal role in advancing FTI’s global IT maturity and service excellence. You’ll have opportunities to:

• Shape FTI’s global IT strategy and service portfolio.

• Lead cross-functional and cross-regional initiatives.

• Strengthen enterprise-wide collaboration between technology and business leaders.

• Drive innovation and continuous improvement through emerging technologies and operational insights.

Basic Qualifications

• Bachelor’s Degree in Information Systems, Computer Science, or related field (graduate degree preferred).

• 15+ years of progressive IT leadership experience, including 10+ years in global service operations or IT implementation management.

• Proven track record leading large-scale, complex, and global IT programs.

• Deep expertise across infrastructure, identity and access management, cybersecurity, and Microsoft Cloud environments.

• Strong financial management skills, including experience managing multi-million-dollar budgets and vendor contracts.

• Comprehensive knowledge of IT governance, policies, and service management frameworks.

• Demonstrated ability to communicate effectively with executives, technical teams, and clients.

• Strong project management and process improvement experience (PMP, Lean Six Sigma preferred).

Preferred Skills & Certifications

• Technical Certifications: ITIL Expert, CISSP, CISA, CRISC

• Project/Leadership Certifications: PMP, Lean Six Sigma Black Belt

• Experience leading enterprise architecture, cybersecurity, and infrastructure programs.

• Strong interpersonal, written, and verbal communication skills.

• Positive, self-motivated, and adaptable to changing priorities.

• Willingness to provide after-hours on-call support and travel as needed.

• Ability to occasionally perform physical tasks (e.g., equipment setup or relocation)

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