Global Service Management Lead (Manager)
grant thorntonRaleigh, NC
Global Service Management Lead (Manager)
Occupations
Computer and Information Systems ManagersGeneral and Operations ManagersInformation Technology Project ManagersIndustries
Computer Systems Design ServicesAdministrative Management and General Management Consulting ServicesCustom Computer Programming ServicesAbout the role
Overview:
As Global Service Management Lead, you will define and execute a unified ITSM strategy across a rapidly expanding organization to ensure consistent, high-quality service delivery. You will govern ITSM standards globally, drive ServiceNow enhancements, and lead a follow-the-sun Global Service Desk spanning India, Poland, and LATAM. You’ll transform Incident and Request Management with automation and data-driven insights, partnering with cross-functional leaders to align IT services with business priorities and customer needs. This is a strategic, impact-driven role with global scope and a focus on operational excellence. Compensation / Benefits hybrid work model with in-person requirements comprehensive benefits discretionary annual bonus well-being and work-life integration options flexible scheduling career growth opportunities
Responsibilities:
Define and govern a global ITSM framework (Incident, Request, Problem, Knowledge) aligned to ITIL Set enterprise-wide standards, controls, and policies for scalability and consistency Own ITSM maturity roadmap and KPI/OLA/SLA implementation Lead evolution of ServiceNow as the system of record and automate Incident/Request Management Provide governance for a multi-region Global Service Desk (India, Poland, LATAM) and implement follow-the-sun model Drive automation-first and shift-left initiatives; deliver proactive problem management through data analytics Provide executive reporting on service performance, risks, and improvement initiatives Foster cross-functional collaboration with Engineering, InfoSec, HR, and Facilities Develop globally distributed ITSM and Service Desk teams with clear governance and performance management Balance centralized ownership with regional execution excellence Collaborate with senior IT leadership on cohesive global operations strategy
Key requirements:
7+ years in ITSM/IT Operations, including 3+ years in global leadership roles Proven enterprise ITSM transformation experience, especially ServiceNow Deep expertise in Incident and Request Management optimization, including automation and reporting Strong ITIL (v3/v4) knowledge and pragmatic application in fast-scaling environments Experience leading or governing multi-region/global service desk operations Track record of large-scale process/operational improvements Strong executive communication skills and ability to translate data into insights Bachelor's or Master's degree in a relevant field (or equivalent experience) ITIL certification required; advanced certification preferred Exposure to AI-driven service operations and automation is a plus strong communication and stakeholder management leadership and accountability collaboration across regions and functions ServiceNow platform ITIL v3/v4 knowledge Incident and Request Management optimization
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JOB OVERVIEW
Experience level
Manager
Location
Raleigh, NC
Occupation
Computer and Information Systems Managers
Industry
Computer Systems Design Services
Posted
today
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