Description Overview

The Manager, Global Field Service Operations leads Perrigo's onsite IT support function across offices, manufacturing facilities, and distribution centers worldwide. This role oversees both internal team members and managed service providers (MSPs) to ensure high-quality technical support, efficient service delivery, and a positive end-user experience.

The position is responsible for daily operations, resource management, service performance, continuous improvement initiatives, and maintaining service levels across multiple locations. Occasional travel may be required.

Scope of the Role

Service Operations

• Lead day-to-day field service support activities across global locations.
• Manage ticket queues, escalations, prioritization, and resolution performance.
• Ensure service requests and incidents are completed within established SLAs and KPIs.
• Monitor service quality, resource capacity, and operational performance.
• Communicate effectively during major incidents and support-related changes.

Team & Vendor Leadership

• Lead and develop Field Service team members and oversee MSP partners.
• Establish clear service expectations, priorities, and accountability measures.
• Conduct regular performance reviews with service providers.
• Support onboarding, training, and cross-functional knowledge sharing.

End User & Workplace Technology Support

• Oversee deployment, replacement, and support of end-user devices and workplace technology.
• Manage support for peripherals, printers, conference rooms, and collaboration tools.
• Partner with Asset Management to ensure accurate inventory and device lifecycle management.

Continuous Improvement

• Identify opportunities to enhance service quality, efficiency, and user satisfaction.
• Standardize processes, documentation, and support procedures globally.
• Use service metrics and trends to drive operational improvements and root cause resolution.
• Collaborate with IT teams to improve support readiness and service delivery.

Stakeholder Management

• Serve as a key partner to IT teams, site leadership, business stakeholders, and service providers.
• Support technology deployments, refresh initiatives, office moves, and other site-based projects.
• Provide regular reporting on service performance, risks, and improvement initiatives.

Experience Required

Required

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
• 7+ years of experience in IT operations, field services, end-user computing, or workplace technology support.
• 3+ years of leadership experience, including managing technical teams and/or service providers.
• Experience supporting multi-site or global operations.
• Strong understanding of IT service management processes, including incident, request, asset, and change management.
• Excellent communication, analytical, and stakeholder management skills.

Preferred

• Experience supporting manufacturing, warehouse, or 24/7 operational environments.
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of Microsoft 365, Intune, Teams Rooms, endpoint management, and device lifecycle processes.
• ITIL certification.
• Experience managing global managed service providers.

What Success Looks Like

• Consistent achievement of service level targets and operational metrics.
• Strong customer satisfaction and reliable onsite support delivery.
• Effective management of ticket backlogs, escalations, and resource utilization.
• Successful execution of device refreshes, deployments, and workplace technology initiatives.
• Continuous improvement in service quality, efficiency, and standardization.

Work Environment

This role requires regular engagement with onsite teams and business stakeholders and offers a flexible hybrid work environment. Some domestic and international travel may be required to support business needs and global operations.

Benefits
We believe our people are our greatest asset. Alongside competitive compensation, we offer benefits tailored to supporting you and your family, as well as career development opportunities to ensure you feel valued and supported, both professionally and personally.

Find out more about Total Rewards at Perrigo.

Hybrid Working Approach
We love our offices and the setting they provide for in-person collaboration and celebration. But we also appreciate the opportunity to work remotely can energise you too, so we promote flexibility with the ability to work two days a week from home in many roles.

We are proud to be included in the Forbes list of "America's Best Employers by State 2024". Find out more here

Applicants please note: To apply to this position please click the APPLY button at the bottom of the application. (The SAVE button will only save your profile information but not submit an application for this open position.) All application materials, including resumes and CVs, must be submitted in English. Thank you.