Global ITSM Lead: ServiceNow & 24/7 Global Desk

Grant Thornton; Baltimore (MD); Hybrid; USD 112,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Discretionary annual bonus

Job summary

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy that delivers consistent, scalable service across a rapidly growing global organization.

This role leads a follow-the-sun Global Service Desk spanning India, Poland, and LATAM, owns the evolution of ServiceNow, and focuses on incident and request management transformation, automation, and data-driven insights to improve efficiency and user experience.

Qualifications

• 7+ years of ITSM / IT Operations experience, including 3+ years in global leadership roles.
• Proven experience leading enterprise ITSM transformations, particularly within ServiceNow ecosystems.
• Deep expertise in Incident and Request Management optimization, including automation and reporting.
• Strong understanding of ITIL (v3/v4) and applying it pragmatically in fast-scaling environments.
• Experience leading or governing multi-region / global service desk operations.
• Bachelor's or master's degree in a relevant field (or equivalent experience).
• ITIL certification required; advanced certification preferred.
• Exposure to AI-driven service operations and automation is a plus.

Responsibilities

• Define and govern a global ITSM framework aligned to ITIL across incident, request, problem, and knowledge.
• Set enterprise standards, controls, and policies for global consistency.
• Own ITSM maturity roadmap with standardization and measurable improvement.
• Lead ServiceNow evolution as the system of record for global ITSM.
• Drive automation, analytics, and AI-enabled incident and request management.
• Oversee follow-the-sun Global Service Desk across regions.
• Deliver executive reporting on service performance and risks.

Skills

ITSM leadership

Global leadership

ServiceNow

ITIL

Incident management

Automation

Analytics

Stakeholder management

Executive communication

Multi-region leadership

Education

Bachelor's or Master's in a relevant field

Tools

ServiceNow

Job description

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy that delivers consistent, scalable service across a rapidly growing global organization.

This role leads a follow-the-sun Global Service Desk spanning India, Poland, and LATAM, owns the evolution of ServiceNow, and focuses on incident and request management transformation, automation, and data-driven insights to improve efficiency and user experience.