Global Helpdesk & ServiceNow ITSM Leader

W. R. Grace; Muntinlupa; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

14th Month Pay

Retirement Plan

LinkedIn Learning Access

Performance Incentives

HMO from day 1

Free dependent coverage

Educational Assistance

Job summary

Grace Global Business Services (GBS) in Manila, Philippines, seeks a Manager, Global Helpdesk & ServiceNow ITSM Operations to lead the IT service desk strategy, governance, and a 15-member team. You will drive first-contact resolution, automation, and CSI in a global context.

You will manage ServiceNow ITSM modules, collaborate with cross-functional stakeholders, and implement best-practice ITIL processes to enhance employee experience and service quality.

Qualifications

• 7+ years in IT service management or ITSM roles, including global teams.
• Hands-on ServiceNow ITSM experience with incident, request, knowledge, and change management.
• Strong ITIL foundation and experience driving CSI and governance.

Responsibilities

• Lead Grace's Global Helpdesk strategy and 15-person team.
• Oversee ServiceNow ITSM operations, incident handling, and process governance.
• Develop Shift Left initiatives to improve first-contact resolution and automation.

Skills

ServiceNow ITSM

ITIL processes

Team leadership

Shift Left

Automation & AI

Education

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

Tools

ServiceNow ITSM

Dashboards & reporting

Job description

Grace Global Business Services (GBS) in Manila, Philippines, seeks a Manager, Global Helpdesk & ServiceNow ITSM Operations to lead the IT service desk strategy, governance, and a 15-member team. You will drive first-contact resolution, automation, and CSI in a global context.

You will manage ServiceNow ITSM modules, collaborate with cross-functional stakeholders, and implement best-practice ITIL processes to enhance employee experience and service quality.