Manager Service Desk & IT Service Mgt
Core
Lead end-to-end Service Desk and IT service operations in a global multi-vendor environment, ensuring seamless support, rapid incident resolution, and continuous service improvement.
Role type
Manager, IT Service Management & Service Desk
Builds
Reliable, efficient, and user-centric IT services for employees and the business within the Animal Nutrition & Health sector.
Domain
IT Service Management (ITSM), SIAM, Multi-vendor governance, Automation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITSM), Service Desk leadership, SIAM/multi-vendor environments, Major incident management, SLA/KPI/XLA governance, ITSM/ESM platforms (ServiceNow), CMDB, Service Catalog, Service mapping, Automation, Workflow optimization
Preferred skills
Infrastructure, Cloud, Connectivity, Cybersecurity, Business application landscapes
Technologies
ServiceNow, AIOps, Observability
Responsibilities
Own end-to-end Service Desk and IT service operations; Lead the SIAM operating model and multi-vendor ecosystem; Govern service performance and user experience through SLA/KPI management; Own the ITSM/ESM platform strategy leveraging automation and self-service; Manage service providers, contracts, and financials; Drive ITSM as a strategic capability integrating experience management.
Seniority
Manager, hands-on leadership
