The Global Head of IT Services Organization is a pivotal strategic and operational leader responsible for delivering world-class IT support services across a multinational enterprise. This role oversees a geographically distributed Help Desk and End-User Services team and is charged with defining, executing, and continually improving operational excellence. Reporting directly to C-Level leadership, the incumbent will partner with cross-functional leaders to ensure a seamless employee experience, robust compliance, and efficient service operations.
Key Responsibilities
Global Leadership & Team Management
Lead, mentor, and develop a global Help Desk and IT Services team of approximately 50 employees located across multiple time zones.
Establish and nurture a culture of accountability, customer focus, and continuous improvement within the team.
Optimize staffing models, shift coverage, and skill development plans to ensure the right mix of expertise and availability.
Service Delivery Excellence
Own the end-to-end IT service delivery process, ensuring consistency and quality across all regions.
Define, monitor, and optimize key performance indicators (KPIs), such as SLA adherence, resolution time, and customer satisfaction (CSAT).
Analyze performance data to identify trends, gaps, and opportunities for service improvement.
Automation, AI & Process Innovation
Implement automation initiatives, AI tools, and scalable workflows to increase operational efficiency.
Standardize global processes based on ITIL best practices to ensure consistency and reliability.
Drive the adoption and effective utilization of modern IT Service Management (ITSM) tools.
Cross-Functional Collaboration
Work closely with HR, IT Operations, and Security teams to support employee lifecycle processes and regulatory compliance.
Partner on internal and external audits, access governance, and vendor management activities.
Foster strong relationships with other business units to align IT service delivery with organizational goals.
Strategic Planning & Executive Reporting
Provide actionable insights and regular updates directly to C-level leadership.
Create and maintain multi-year service strategies and roadmaps that support business growth and transformation.
Prepare and present quarterly and annual performance reviews, highlighting achievements, challenges, and future plans.
Governance, Risk & Compliance
Ensure all IT service processes meet internal and external regulatory requirements and industry standards.
Develop, maintain, and enforce policies, standard operating procedures (SOPs), and operational documentation.
Oversee IT asset tracking and license compliance to minimize risk and maximize value.
Requirements: 15+ years of experience in IT service management, including at least 5 years in a global leadership role.
Strong background in ITIL and ITSM frameworks, with hands-on experience using platforms such as ServiceNow or Jira.
Proven experience implementing automation, AI tools, and KPI-driven operations in complex environments.
Exceptional communication skills, with the ability to report effectively at the executive level.
This position is open to all candidates.