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
