Global ITSM Manager

Phibro Animal Health; Teaneck Township (NJ); On-site; USD 140,000 - 190,000; Full time

Job summary

Phibro Animal Health Corporation is seeking a Global ITSM Manager to lead a unified service desk across regions, standardize processes, and drive exceptional customer experience. Based in Teaneck, NJ, you will manage teams in the US, Brazil, and Israel, while coordinating with site IT at manufacturing facilities.

You will own the ITSM landscape, oversee ServiceNow, and report on KPIs to leadership. This global role emphasizes standardization, performance, and cross-country collaboration.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or Business Administration with strong IT/Operations background.
• 15+ years of experience in IT industry.
• 5+ years of managing distributed, multi-country teams.
• Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms.

Responsibilities

• Lead global Service Desk teams.
• Establish and maintain a “One Tool, One Team” global service desk model.
• Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform.
• Own and manage global Service Desk KPIs.
• Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities.
• Communicate Service Desk performance, risks, and improvement plans to IT and business leadership.

Skills

Leadership

Program management

Communication

Public speaking

Time management

Team building

Problem solving

Education

Bachelor’s degree in IT/CS/Business Admin

Tools

ServiceNow

ITSM

Job description

About Phibro Animal Health Corporation

Phibro Animal Health Corporation is a publicly traded, global organization with a rich history in animal health and nutrition as a manufacturer and marketer of medicated feed additives, vaccines, nutritional specialty products, and mineral nutrition.

We strive to be a trusted partner with livestock producers, farmers, veterinarians, and consumers who raise or care for farm and companion animals by providing solutions to help them maintain and enhance the health of their animals.

Phibro is a diversified company in manufacturing and marketing products for ethanol performance, microbials for plants, home and industrial applications, and specialty chemicals for various industrial markets. In addition to, Phibro’s revenues are in excess of $1 billion and are supported by over 2,400 employees worldwide.

At Phibro, people are our greatest asset. We strive to develop a diverse workforce that fosters an environment where people feel supported in openly sharing their creativity and skills that allows them to be the most successful that they can be.

The Global ITSM Manager is an integral part of our Digital Information Delivery team based out of our US - Teaneck, NJ site.

Position Details

The Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high ‑ quality IT support across regions and time zones.

This role manages Service Desk staff in the United States, Brazil, and Israel, while providing dotted ‑ line operational support and coordination to Site IT teams at manufacturing facilities.

This is a global role—not a regional manager position—focused on standardization, service quality, performance management, and customer experience, while enabling strong local execution at sites.

Key Responsibilities

Global Service Desk Leadership

• Lead and manage global Service Desk teams
• Establish and maintain a “One Tool, One Team” global service desk model

ITSM & ServiceNow Ownership

• Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
• Act as the global process owner for ITSM

Performance Management & Continuous Improvement

• Own and manage global Service Desk KPIs
• Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks

Manufacturing & Site IT Integration

• Provide dotted‑line operational support and coordination to Site IT teams at manufacturing facilities
• Define clear engagement and escalation models

Stakeholder Engagement

• Own Service Desk processes, SOPs, and operational discipline
• Partner with various teams on incident response, change management, and service improvements
• Communicate Service Desk performance, risks, and improvement plans to IT and business leadership

Skills

Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

Able to execute projects and long range goals as directed by management.

High degree of time management skills and ability to handle multiple priorities and projects at once.

Planning; ability to think ahead and plan, project activities and strategy over short-terms and extended time periods.

Strong Computer Skills And Project Management Experience.

Ability to perform effective public speaking presentations and provide effective written communications.

Able to develop detailed communications documents that are readily understood by co-workers, vendors and clients.

Excellent Written and Verbal Communication Skills

Interpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner.

Able to identify and resolve problems in a timely manner.

Problem analysis and problem resolution at both strategic and functional levels.

Ability to build effective teams, coach and develop others

Ability to effectively present information to key managers and leadership team.

Must have strong team attitude and conflict resolution skills.

Proven ability to work effectively in a team environment.

Strong team building and management skills sufficient to recruit, lead, train, delegate, cooperate and contribute as a team.

Education & Experience

• Bachelor’s degree in information technology, Computer Science, Business Administration (with strong IT/Operations background)
• 15+ years of experience in IT industry
• 5+ years of managing distributed, multi ‑ country teams
• Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms
• ServiceNow certifications (CSA, ITSM, or equivalent) preferred

To learn more about Phibro Animal Health's competitive benefits package, please click here: Phibro Benefits

Phibro is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, gender identity, veteran status, marital status or any other characteristics protected by law.

Business Unit: Corporate

Division: Corporate

Department: Digital Information Delivery

Location: US - Teaneck, NJ

Work Schedule: Monday - Friday (Standard Work hours)