Global Service Management Lead (Manager)
Core
Define and execute an enterprise-wide IT Service Management (ITSM) strategy, governing global service delivery and leading the evolution of the ServiceNow platform.
Role type
Manager, Global ITSM Strategy & ServiceNow Leadership
Builds
Global ITSM framework, ServiceNow automation workflows, 24/7 follow-the-sun service desk model
Domain
IT Operations / IT Service Management / Enterprise Software
Required skills
ITSM strategy, ServiceNow platform leadership, ITIL v3/v4, global service desk governance, SLA/OLA/KPI management, process automation, executive reporting, team leadership
Preferred skills
AI-driven service operations, advanced ITIL certification, multi-region operations experience
Technologies
ServiceNow, ITIL, AI/ML for operations
Responsibilities
Define and govern global ITSM framework aligned to ITIL best practices; Lead strategic evolution of ServiceNow for Incident and Request Management; Oversee multi-region Global Service Desk (India, Poland, LATAM) and follow-the-sun model; Drive automation and continuous improvement initiatives; Provide executive-level reporting on service performance and risks.
Seniority
Manager, global scope