Global ITSM Lead: ServiceNow & 24/7 Global Desk

Grant Thornton; Melville (NY); Hybrid; USD 112,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Grant Thornton seeks a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. You will oversee a follow-the-sun global service desk and lead the evolution of ServiceNow for incident and request management, driving automation and data-driven insights.

This role reports to the Global Head of Support & ITSM with in-person attendance at GT offices as part of a hybrid work model.

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.
• Demonstrated success in driving large-scale process and operational improvements.
• Strong executive communication skills with the ability to translate data into actionable insights.
• 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 spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.
• Establish enterprise-wide standards, controls, and policies to ensure consistency and scalability across regions.
• Own ITSM maturity roadmap, driving standardization, adoption, and measurable improvement.
• Implement and enforce SLAs, OLAs, and KPIs to ensure accountability and service quality.
• Lead the strategic evolution of ServiceNow as the system of record for global IT service management.
• Drive transformation of Incident and Request Management through workflow optimization, automation, and AI-driven capabilities.
• Partner with engineering and platform teams to design, test, and scale solutions that improve operational efficiency.
• Enhance reporting, analytics, and dashboards to provide real-time visibility into service performance and trends.
• Provide governance and oversight for a multi-region Global Service Desk operating across India, Poland, and LATAM.
• Define and operationalize a follow-the-sun delivery model, ensuring 24/7 seamless support coverage.
• Establish a standardized operating model for regional delivery pods aligned to global ITSM frameworks.
• Drive improvements in first contact resolution, response times, and customer satisfaction (CSAT).
• Foster strong alignment and collaboration across regional leadership teams.
• Champion automation-first and shift-left strategies to reduce volume and improve service efficiency.
• Leverage data and analytics to identify trends, eliminate recurring issues, and drive proactive problem management.
• Deliver executive-level reporting and insights on service performance, risks, and improvement initiatives.
• Drive continuous improvement initiatives to enhance global service consistency and operational efficiency.
• Act as the global voice of the customer, ensuring IT services evolve with business needs.
• Partner with business and IT leaders to align service delivery with organizational priorities.
• Provide strategic recommendations on ITSM processes, tooling, and support models.
• Ensure seamless cross-functional collaboration with Engineering, InfoSec, HR, and Facilities for end-to-end service delivery.
• Lead and develop globally distributed ITSM and Service Desk teams, fostering a culture of accountability and service excellence.
• Provide clear governance, coaching, and performance management aligned to global standards.
• Balance centralized process ownership with regional execution excellence.
• Collaborate with senior IT leadership to ensure cohesive global operations strategy.

Skills

ITSM

IT Operations

ServiceNow

Incident Management

Automation

AI/Analytics

Executive communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Analytics tools

Job description

Grant Thornton seeks a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. You will oversee a follow-the-sun global service desk and lead the evolution of ServiceNow for incident and request management, driving automation and data-driven insights.

This role reports to the Global Head of Support & ITSM with in-person attendance at GT offices as part of a hybrid work model.