Service Desk Lead APAC

Convatec; Haryana; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Flexible working arrangements

Learning & development opportunities

Competitive remuneration

Health & wellbeing programs

Job summary

Convatec is seeking a Service Desk Lead APAC to manage global service desk operations, mentor a worldwide team, and optimize incident management using ServiceNow. The role emphasizes leadership across regions, ensuring SLA compliance and effective escalation processes.

The candidate will oversee rota planning, knowledge base development, and cross-functional collaboration with IT teams, while maintaining high service quality and security compliance.

Qualifications

• Minimum 4 years in technical IT roles with strong IT systems knowledge.
• Proficiency with ServiceNow and incident management.
• Bachelor's degree in IT or related field.
• Strong leadership and mentoring abilities.
• Fluent English for global coordination.

Responsibilities

• Oversee and manage the rota of Service Desk Technicians for the assigned region to ensure coverage.
• Develop and maintain an exit strategy for team members and smooth handovers.
• Establish and manage a robust backup system for annual and sickness leaves.
• Monitor adherence to SLAs and performance targets across the global team.
• Lead and mentor a global IT service desk team and provide guidance.
• Coordinate incident escalation and bridge calls for P1/P2 incidents.
• Create and maintain knowledge articles for technicians and end-users.
• Prepare regular service desk performance reports for senior management.

Skills

ServiceNow

Leadership

ITIL knowledge

Communication skills

Jira

Global service desk experience

Education

Bachelor's degree in Information Technology or related field

Tools

Jira

Job description

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as a Service Desk Lead APAC, to have real impact and bring Forever Caring to life.

In this role, you'll play a key part in Service Desk, working alongside a dynamic team that values innovation, collaboration, and continuous growth.

Your key responsibilities will include:

• Oversee and manage the rota of Service Desk Technicians in your assigned region (EUROPE, AMEA, or AMERICAS) to ensure coverage and efficiency.
• Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization.
• Establish and manage a robust backup system to cover team members' annual and sickness leaves, ensuring minimal disruption to service desk operations.
• Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.
• Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting.
• Take the lead in managing P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution.
• Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration.
• Lead and mentor a global team of IT service desk professionals, providing guidance and support to ensure exceptional service delivery.
• Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities.
• Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth.
• Collaborate with the CBS IT Support & Experience Lead and ITSM Global Manager to identify and develop improved ways of working, contributing to enhanced service quality.
• Create and maintain knowledge articles to ensure the availability of a well‑documented and easily accessible repository of information for both technicians and end‑users.
• Collaborate with regional and global stakeholders to understand IT support needs and priorities.
• Develop and implement IT service desk policies, procedures, and best practices.
• Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.
• Act as a point of escalation for complex technical issues and customer concerns.
• Coordinate with other IT teams to ensure timely resolution of incidents and service requests.
• Provide training and development opportunities for team members to enhance their technical skills and customer service capabilities.
• Ensure compliance with IT security policies and data protection regulations.
• Prepare and present regular reports on service desk performance to senior management.
• Foster a culture of continuous improvement within the team.
• Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices.
• Lead a team of Coordinators responsible for supporting Convatec's processes connected to major incidents worldwide.
• Be part of an on‑call rota for weekend support

To be successful you will:

• Technical Experience: A minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes.
• ServiceNow Proficiency: Expertise in the use of the ServiceNow ticketing system and incident management.
• Leadership Skills: Proven leadership abilities with a background in managing teams, providing guidance, and mentorship.
• Global Service Desk Experience: Previous experience in a global Service Desk environment is a plus.
• Bachelor’s degree in Information Technology or a related field (or equivalent experience)
• Strong technical knowledge of IT systems, hardware, and software
• Proficiency in IT service management tools and ticketing systems (e.g., ServiceNow, Jira)
• Familiarity with ITIL or other IT service management frameworks
• Excellent communication and interpersonal skills
• For all regions (EUROPE, AMEA, and AMERICAS): Advanced English language skills are mandatory.

At Convatec we believe in taking care of our people, because they’re the heart of everything we do. As part of our team, you’ll enjoy a range of benefits designed to support your wellbeing, growth, and success.

These include

• Flexible working arrangements,
• Ongoing learning and development opportunities
• Competitive remuneration
• Access to health and wellbeing programs

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [e-mail].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

About Convatec

Pioneering trusted medical solutions to improve the lives we touch:

Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at‑risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.