Global Service Desk & MPS Ops Leader (ITIL)

Abbott Laboratories; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Abbott Laboratories in the Philippines is seeking an experienced GSD IS Operations Manager to lead Global Service Desk and MPS operations. You will drive day-to-day delivery of end-user support, ensuring service levels, satisfaction, and performance targets across regions.

The role oversees the Manila delivery center, fosters a high-performance culture, and champions ITIL-based processes, automation, and digital workplace transformation across global teams.

Qualifications

• Bachelor’s degree in IT, CS, business admin, or related field.
• 12+ years of progressive experience in IT Operations or IT Service Delivery.
• 7+ years of leadership experience managing global IT support teams.
• Experience leading Global Service Desk, End User Services, or Digital Workplace functions.
• Extensive ITIL-based processes and governance experience.
• ITIL v4 certification preferred; Lean Six Sigma, PMP, Agile is advantageous.

Responsibilities

• Provide global leadership and governance for Global Service Desk and MPS operations.
• Lead day-to-day delivery of end-user support services across regions and ensure service levels and customer satisfaction.
• Oversee Manila Global Service Desk delivery center including workforce planning and development.
• Foster a high-performance culture focused on service excellence and continuous improvement.
• Drive ITIL-based standardization and continuous service improvement initiatives.

Skills

Global IT operations

End user services

Service management

Vendor governance

ITSM

Education

Bachelor's degree

Tools

ServiceNow

Job description

Abbott Laboratories in the Philippines is seeking an experienced GSD IS Operations Manager to lead Global Service Desk and MPS operations. You will drive day-to-day delivery of end-user support, ensuring service levels, satisfaction, and performance targets across regions.

The role oversees the Manila delivery center, fosters a high-performance culture, and champions ITIL-based processes, automation, and digital workplace transformation across global teams.