IT Service Manager ServiceDesk

The Global IT Service Manager Service Desk, Global is responsible for the end-to-end delivery and continuous improvement of global end-user IT support services, including the Enterprise Service Desk, Field Services, and VIP/Executive Support. This includes establishing a consistent global operating model, ensuring high service quality and user experience, governing ITIL-aligned processes, and driving service performance through KPIs, SLAs, and customer satisfaction metrics.
Working closely with IT Operations, Infrastructure, Workplace Technology, Security, and Engineering teams to ensure effective incident resolution, service stability, and seamless operational handoffs. The Global IT Service Manager also partners with regional IT leaders, business relationship managers, vendors, and executive assistants to align services with business needs and ensure premium support for VIP users.
The Global IT Service Manager is accountable for global service performance, operational readiness, and the achievement of agreed service levels and customer satisfaction targets. This includes ownership of major incident management, vendor performance, service governance, cost efficiency, and the consistent delivery of reliable, secure, and high-quality support services across all regions.
Key stakeholders include Vice President Infrastructure and IT leadership team, regional IT and business leaders, infrastructure and security teams, HR and Facilities, executive leadership and VIP users, and external service providers and technology vendors. The role serves as a central point of accountability and communication between IT and the business for all end-user support services globally.
Main Responsibilities
Global Service Delivery & Operations
Own the end-to-end delivery of global end-user IT support services, including the Enterprise Service Desk, Field Services, and VIP/Executive Support.
Establish, maintain, and continuously improve a consistent global operating model for end-user support across all regions.
Ensure reliable, secure, and high-quality service delivery that meets agreed service levels and business expectations.
Oversee operational readiness to support business-critical events, peak periods, and executive requirements
Service Quality, Performance & User Experience
Define, monitor, and manage KPIs, SLAs, and customer satisfaction metrics to measure service performance and user experience.
Drive continuous service improvement initiatives based on performance data, root cause analysis, and user feedback.
Analyze trends in incidents and requests to identify opportunities for automation, self-service, and knowledge improvements.
Ensure a strong focus on user experience, with tailored service approaches for standard users and premium support for VIP and executive users.
Drive continual service improvement initiatives to enhance efficiency, reduce call volumes, and improve end-user satisfaction.
Operational Execution
Establish and govern ITIL-aligned processes for Incident, Request, Problem, Change, and Knowledge Management within end-user services.
Ensure consistent process adoption, documentation, and compliance across global teams and service providers.
Continuously assess process maturity and drive improvements to increase efficiency and service reliability
Act as an escalation point for service desk-related issues, major incidents, and end-user experience concerns.
Coordinate with Incident, Problem, and Change Management processes to ensure effective handoffs and communication.
Vendor & Partner Management
Manage global and regional service providers delivering Service Desk, Field Services, and VIP support.
Define and govern vendor SLAs, OLAs, and performance metrics, ensuring contractual and service obligations are met.
Conduct regular service reviews, performance assessments, and continuous improvement planning with vendors.
Drive cost efficiency and value realization from third-party contracts.
Stakeholder & Partner Engagement
Act as the primary point of accountability and escalation for global end-user support services.
Partner with the CIO, IT leadership team, regional IT leaders, and business stakeholders to align services with business needs.
Work closely with executive leadership and executive assistants to ensure a seamless and high-touch VIP support experience.
Collaborate with Service Managers, technical teams, and external providers to ensure effective incident response.
Ensure service desk tools (ITSM platform, telephony, chat, self-service portals) are configured and optimized leveraging AI
Own and maintain service desk knowledge management, ensuring knowledge articles and SOPs are accurate and up to date.
Promote consistent use of standard operating procedures and shift handover practices across global teams.
Other responsibilities / duties as assigned.
Why work at Olympus?
At Olympus, we are committed to fostering a high-performing culture, a collaborative environment, and empowering everyone to shine. Our shared values—integrity, empathy, long-term view, agility, and unity—form the foundation of our culture and guide our behavior. These values ensure that our people feel they are making a meaningful difference every single day.
What we are looking for:
Education:
Bachelor’s degree in computer science, Information Technology, or a related field.
Experience:
5+ years of experience in IT Service Management, with a strong focus on Incident and Major Incident Management.
Demonstrated experience owning or operating Incident and Major Incident processes in a global environment.
Experience working within ITIL-based operating models.
Experience supporting large-scale, complex IT environments (infrastructure, applications, cloud, end-user services).
Experience coordinating cross-functional teams and external service providers during critical incidents.
Apply Now:
To submit your interest in this opportunity, select "Apply for this job."
Want to know more?
Confidential discussions are welcome; contact our TA Partner.
Olympus is an Equal Opportunity Employer.
"We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a nondiscriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply."

Work arrangement
Hybrid