Global ITSM Leader: ServiceNow & Follow-the-Sun Desk

Grant Thornton; Arlington (VA); Hybride; USD 112 000 - 160 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Benefits package

Résumé du poste

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. You will own ITSM governance, standardization, and a follow-the-sun global Service Desk spanning India, Poland, and LATAM, with a strong focus on ServiceNow modernization.

As a senior leader, you will drive automation, analytics, and CSAT improvements while partnering with Engineering, InfoSec, HR, and Facilities to deliver end-to-end

Qualifications

• 7+ years ITSM/IT Operations experience with global leadership.
• Proven enterprise ITSM transformation experience in ServiceNow ecosystems.
• Deep expertise in Incident and Request Management optimization.
• Strong ITIL v3/v4 knowledge with pragmatic application.
• Experience leading multi-region/global service desk operations.
• Excellent executive-level communication and reporting skills.

Responsabilités

• Define and govern a global ITSM framework aligned to ITIL.
• Lead ServiceNow strategy, automation, and data-driven improvements.
• Oversee follow-the-sun global Service Desk across multiple regions.
• Develop standardized operating models for regional delivery pods.
• Drive improvements in FCR, response times, and CSAT.
• Collaborate with Engineering, InfoSec, HR, and Facilities for end-to-end delivery.
• Provide governance and development for globally distributed teams.

Connaissances

ITSM strategy

IT Operations

Leadership

ITIL (v3/v4)

ServiceNow

Analytics & reporting

Executive communication

Formation

Bachelor's or Master's degree in a relevant field

Outils

ServiceNow

ITSM tooling

Description du poste

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. You will own ITSM governance, standardization, and a follow-the-sun global Service Desk spanning India, Poland, and LATAM, with a strong focus on ServiceNow modernization.

As a senior leader, you will drive automation, analytics, and CSAT improvements while partnering with Engineering, InfoSec, HR, and Facilities to deliver end-to-end