Global IT Service Desk & Field Services Leader (Hybrid)

Galderma S.A.; Kraków; Hybrid; PLN 150,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation package

Hybrid work culture

Opportunities for career development

Diverse and inclusive workplace

Job summary

Galderma Services Poland sp. z o.o. seeks a Senior Manager, Global Service Desk & Field Services based in Krakow. This role will lead global service desk operations, ensuring high-quality IT support for employees worldwide.

The ideal candidate has strong expertise in IT Service Management, proven leadership in managing geographically distributed teams, and a focus on continuous improvement. A hybrid work culture is offered, alongside competitive compensation and benefits.

Qualifications

• Proven experience in a senior leadership role managing Global Service Desk and/or Field Services operations.
• Strong expertise in IT Service Management and ITIL frameworks.
• Demonstrated ability to lead geographically distributed teams.
• Exceptional analytical and decision-making abilities.
• Strong vendor governance experience for managed services.
• ITIL certification strongly preferred.

Responsibilities

• Lead and develop Global Service Desk and Field Services teams.
• Oversee day‑to‑day global service desk operations.
• Manage global field services, including onsite IT support.
• Act as senior escalation point for major incidents.
• Drive continuous improvement in processes.
• Implement IT Service Management processes aligned with ITIL.
• Monitor and report on service performance using KPIs.
• Collaborate with other IT teams and stakeholders.
• Manage relationships with external service providers.
• Promote a customer‐focused culture across teams.

Skills

Leadership

IT Service Management

Analytical skills

Communication skills

Vendor governance

Fluency in English

Education

Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related field

Tools

ITIL frameworks

Job description

Galderma Services Poland sp. z o.o. seeks a Senior Manager, Global Service Desk & Field Services based in Krakow. This role will lead global service desk operations, ensuring high-quality IT support for employees worldwide.

The ideal candidate has strong expertise in IT Service Management, proven leadership in managing geographically distributed teams, and a focus on continuous improvement. A hybrid work culture is offered, alongside competitive compensation and benefits.