Overview
ABOUT THE ROLE & TEAM
The Global Service Desk Manager is accountable for the design, performance, governance and continuous improvement of the globally integrated Service Desk. The role owns incident performance, customer outcomes, management coverage, workforce transformation and value realization from ServiceNow, CMDB, AI, automation and service intelligence.
The future-state Global Service Desk operates as a consistent single front door across regions, shifts and channels. The role applies global standards through ServiceNow, trusted service and configuration data, common escalation paths, modern support capabilities and measurable customer outcomes.
WHAT YOU WILL DO
Global Strategy and Operating Model
- Own the global Service Desk operating model across locations, shifts, queues, languages, channels and suppliers.
- Define the Service Desk maturity and transformation roadmap across people, process, knowledge, tooling, AI, automation and data.
- Establish clear governance and accountability, including decision rights, service boundaries, escalation paths and governance routines.
End-to-End Incident and Major Incident Accountability
- Own end-to-end Incident Management performance, from initial contact through service restoration, closure and lessons learned.
- Define and govern the Service Desk role in P1/Major Incidents, including escalation triggers, command interfaces, communications and record integrity.
- Ensure resilient 24/7 leadership and clear ownership through effective on-call/delegated authority, escalation thresholds and backup coverage across regions and suppliers.
Customer Outcomes and Performance
- Own customer and service performance outcomes, including restoration, customer effort, reliability, SLA, quality, confidence and experience.
- Use customer feedback, service reviews and outcome-based reporting to identify and prioritize structural service improvements.
Data, Service Intelligence and Predictive Management
- Establish trusted service intelligence, with consistent metrics, reporting cadence, ownership and data-quality controls.
- Use integrated operational data and leading indicators to proactively manage demand, capacity, service degradation, repeat failures and SLA risk.
AI Adoption and Automation Value Realization
- Define and govern the Service Desk AI strategy, including approved use cases, human oversight, risk controls, adoption and measurable benefits.
- Drive automation and digital self-service across workflows, routing, triage, knowledge, summarization, virtual agents and proactive communications, measuring productivity, quality and customer outcomes.
ServiceNow Greenfield and CMDB Maturity
- Lead ServiceNow Greenfield operational adoption and value realization, covering process alignment, readiness, training, cutover, workflows, dashboards, knowledge, catalog and self-service.
- Drive CMDB maturity and service mapping, ensuring configuration data supports diagnosis, routing, impact analysis, reporting, automation and predictive management.
Risk, Governance and Improvement
- Own continuous improvement, compliance and operational risk management, maintaining a prioritized improvement backlog while addressing security, audit, data protection, supplier, capacity and transformation risks.
Qualifications
WHO YOU ARE
- Global Service Desk Leadership – Proven experience leading complex, multi-location, multi-shift Service Desk operations across regions, channels and suppliers.
- IT Service Management (ITSM) – Strong expertise in ITSM/ITIL practices, service operations, governance, SLAs and continuous service improvement.
- Incident & Major Incident Management – Demonstrated ownership of end-to-end Incident Management, including P1/Major Incidents, escalation, restoration and post-incident improvement.
- ServiceNow Transformation – Strong experience implementing, transforming or operationally adopting ServiceNow, including workflows, queues, dashboards, knowledge, service catalog and self-service.
- CMDB & Service Mapping – Practical knowledge of CMDB maturity, configuration data quality and service mapping to improve diagnosis, impact assessment, routing and service management.
- AI & Automation – Experience in applying AI and automation to Service Desk operations, including triage, routing, knowledge, self-service, virtual agents and workflow automation.
- Data & Service Intelligence – Strong analytical capability using KPIs, operational data, dashboards and leading indicators to manage performance, capacity, service risks and improvement.
- Customer & Business Outcome Focus – Proven ability to improve customer experience, service reliability, restoration performance, quality and SLA outcomes rather than focusing only on operational activity.
- Transformation & Continuous Improvement – Demonstrated ability to develop maturity roadmaps, lead large-scale change, prioritize improvement initiatives and deliver measurable operational benefits.
- Governance, Risk & Stakeholder Leadership – Strong capability in governance, decision-making, supplier management, security/compliance controls, risk escalation and senior stakeholder engagement.
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
Starting Compensation
Starting Compensation
Compensation NoteHidden (-999)
