Global Helpdesk & ServiceNow ITSM Lead

W.R. Grace & Co.; Muntinlupa; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Grace, via Grace Global Business Services (GBS) in Manila, Philippines, seeks a Manager to lead the Global Helpdesk & ServiceNow ITSM Operations. The role drives IT service desk strategy, ITIL practices, and a Shift-Left transformation with a team of about 15, including four direct reports.

You will advance automation, governance, and employee experience. The ideal candidate will have 7+ years in ITSM, hands-on ServiceNow expertise, and strong leadership and stakeholder skills to deliver service

Qualifications

• 7+ years in IT service management or ITSM roles.
• 5+ years leading IT helpdesk teams in global/enterprise environments.
• Hands-on ServiceNow ITSM experience including incident, request, knowledge, and change.
• Strong ITIL-based processes and governance.
• Willingness to support US office hours ~75%.

Responsibilities

• Lead Global Helpdesk operations and Shift-Left initiatives.
• Oversee ServiceNow ITSM modules and governance.
• Develop metrics, dashboards, and management reporting.
• Partner with cross-functional teams to standardize processes.

Skills

ITIL processes

ServiceNow ITSM

People leadership

Stakeholder management

Budgets & planning

Education

Bachelor’s or Master’s degree in IT/CS/Business

Tools

ServiceNow

Job description

Grace, via Grace Global Business Services (GBS) in Manila, Philippines, seeks a Manager to lead the Global Helpdesk & ServiceNow ITSM Operations. The role drives IT service desk strategy, ITIL practices, and a Shift-Left transformation with a team of about 15, including four direct reports.

You will advance automation, governance, and employee experience. The ideal candidate will have 7+ years in ITSM, hands-on ServiceNow expertise, and strong leadership and stakeholder skills to deliver service