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We are looking for an experienced Global ITSM Manager to lead and improve our IT Service Management framework across all regions.
This is a strategic global role with a strong operational impact. The person in this position will drive ITSM strategy, standardize core service processes, enhance platform performance, and support global service excellence across the organization.
The role will also lead key transformation initiatives, including platform modernization, automation, AI adoption, and continuous improvement of IT service delivery.
Key responsibilities
- Define and lead the global ITSM strategy and roadmap
- Own and improve core ITIL processes, including Incident, Change, Problem, Request, Knowledge, and CMDB
- Manage and optimize the ITSM platform (ServiceNow preferred)
- Align Service Desk, Infrastructure, and Application teams around standard processes and service levels
- Drive automation and self-service capabilities to improve user experience and reduce manual work
- Build dashboards, KPIs, and reporting for leadership
- Lead CMDB governance and improve data quality
- Support global ITSM transformation initiatives and platform improvements
What we are looking for
- Bachelor’s degree or equivalent experience
- 8+ years of experience in IT Service Management or IT Operations
- 5+ years in a leadership role
- Experience with global ITSM platforms, preferably ServiceNow
- Strong knowledge of ITIL processes and best practices
- Strong leadership, communication, and stakeholder management skills
- Experience working in a global environment
- Strong analytical mindset and reporting capabilities
What success looks like in this role
- Improved SLA and service performance
- Increased platform adoption
- Reduced incident volume and faster resolution times
- Better CMDB data quality
- Successful delivery of ITSM transformation initiatives
If you are a strong ITSM leader with a passion for transformation, service excellence, and global impact, we would love to hear from you.