Service Desk IT Manager

Mperfetto; Brasil; Vor Ort; BRL 180.000 - 260.000; Vollzeit

Zusammenfassung

ANH Solutions is seeking a Manager Service Desk & IT Service Management to lead its global ITSM function during a strategic transformation. This role will establish governance, lead global service desk operations, manage vendors, drive ServiceNow optimization, and ensure high-quality IT services across a multinational organization.

You will partner with IT and business leaders to continuously improve service delivery, monitor performance against SLAs, and drive continuous improvement initiatives

Qualifikationen

• Solid experience in IT Service Management within global organizations.
• Strong knowledge of ITIL, ServiceNow, and vendor management (SIAM is a plus).
• Experience leading Service Desk operations and continuous improvement initiatives.

Aufgaben

• Lead global Service Desk operations
• Establish and improve ITSM processes and governance
• Manage strategic vendors and service performance
• Drive ServiceNow optimization and automation initiatives
• Monitor SLAs, KPIs, and user satisfaction
• Partner with global IT and business stakeholders to continuously improve service delivery

Kenntnisse

ITSM

ITIL

ServiceNow

Vendor mgmt

Service Desk Leadership

Stakeholder mgmt

English Fluency

Jobbeschreibung

Position: Manager Service Desk & IT Service Management

Role Summary

ANH Solutions is seeking a Manager Service Desk & IT Service Management to lead its global IT Service Management function during an exciting business transformation. This position will be responsible for establishing and maturing ITSM governance, leading global Service Desk operations, managing strategic IT service providers, driving ServiceNow optimization, and ensuring high-quality IT services across a global organization.

Key Responsibilities

• Lead global Service Desk operations
• Establish and improve ITSM processes and governance
• Manage strategic vendors and service performance
• Drive ServiceNow optimization and automation initiatives
• Monitor SLAs, KPIs, and user satisfaction
• Partner with global IT and business stakeholders to continuously improve service delivery

Key Requirements

• Solid experience in IT Service Management within global organizations
• Strong knowledge of ITIL, ServiceNow, and vendor management (SIAM is a plus)
• Experience leading Service Desk operations and continuous improvement initiatives
• Strong stakeholder management and influencing skills
• Fluent English
• Experience in multinational and complex IT environments