Role OverviewThe Global Service Management Lead (Manager) is accountable for defining and executing a unified, enterprise-wide IT Service Management (ITSM) strategy that enables consistent, scalable, and high-quality service delivery across a rapidly expanding global organization.
What You Will Do
This role serves as the central authority for ITSM governance, driving standardization, operational excellence, and continuous improvement across all regions.
Why It Might Be a Fit
The Global Service Management Lead will oversee the strategy, launch, and ongoing optimization of a follow-the-sun Global Service Desk model spanning India, Poland, and Latin America, ensuring consistency in processes, performance, and outcomes.
Requirements
- 7+ years of ITSM / IT Operations experience
- 3+ years in global leadership roles
- Proven experience leading enterprise ITSM transformations
- Deep expertise in Incident and Request Management optimization
- Strong understanding of ITIL (v3/v4)
- Experience leading or governing multi-region / global service desk operations
- Demonstrated success in driving large-scale process and operational improvements
- Strong executive communication skills
- ITIL certification required; advanced certification preferred
Benefits
- Base salary range between $112,000 and $160,000
- Multiple factors considered for compensation decisions, including job-related knowledge/skills, experience, business needs, progression within the role, geographic location, and internal equity
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