A senior IT Service Management leadership role responsible for running and unifying a global Service Desk across APAC, Europe, and the Americas.

This role leads regional Service Desk Team Leads and is focused on creating a consistent, follow-the-sun support model with aligned processes, KPIs, and service quality across all regions. It also acts as the operational bridge between global IT engineering and local business teams.

Key Responsibilities

Lead and coach regional Service Desk leads across multiple regions, removing silos and standardizing global support delivery
Build and scale European and American Service Desk operations using an established regional model as a benchmark
Own global Service Desk performance metrics (e.g., response time, resolution rate, customer satisfaction)
Translate global IT changes and deployments into clear, practical operational processes for local teams
Act as the escalation lead during major global IT incidents and coordinate cross-region response and communications
Analyse service performance trends and report insights to senior IT leadership, identifying risks, gaps, and improvement areas

Requirements

6+ years in IT Service Management, including leadership of multi-regional or distributed teams
Experience managing managers or regional leads in a global/matrix organisation
Strong ITIL/ITSM knowledge, especially in change management and service transition
Bachelor's degree or equivalent experience
Comfortable working across global time zones

Key Skills

Strong global team leadership and stakeholder management across cultures
Ability to translate executive strategy into operational execution
Strong communication between technical and non-technical stakeholders
Understanding of enterprise IT environments (cloud, networks, identity, etc.)
Calm under pressure, especially during major incidents or outages
ITSM tool proficiency and data-driven operational mindset

IT Service Desk Manager (Global) - Penang