Senior Manager of IT Service Desk & Field Services

Galderma Services Poland sp. z o.o.; Kraków; On-site; 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

We are seeking a Senior Manager, Global Service Desk & Field Services based in Krakow, Poland. This role will lead the global Service Desk and Field Services teams, delivering high‑quality IT support to employees worldwide.

Key Responsibilities

• Lead and develop Global Service Desk and Field Services teams.
• Oversee day‑to‑day global service desk operations, ensuring incidents and requests are resolved within agreed SLAs.
• Manage global field services, including onsite IT support and device management for offices and remote employees.
• Act as senior escalation point for major incidents or service disruptions.
• Drive continuous improvement, identifying opportunities to enhance processes and increase first‑level resolution.
• Implement and maintain IT Service Management processes aligned with ITIL best practices.
• Monitor and report on service performance using KPIs and operational metrics.
• Collaborate with other IT teams and business stakeholders to ensure end‑to‑end support.
• Manage relationships with external service providers, ensuring they meet agreed service levels and contractual commitments.
• Promote a customer‑focused culture across support teams.

Skills and Experience

• 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, with strong written and verbal communication skills.
• Strong vendor governance experience for managed services.
• Fluent in English (reading, writing, speaking).
• ITIL certification strongly preferred (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional).
• Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related field.

What We Offer

• Competitive compensation package with bonus structure and extended benefit package.
• Hybrid work culture with the flexibility of remote and on‑site work.
• Opportunities for personalized career development and growth.
• A diverse and inclusive workplace that values each team member’s contributions.