Global ITSM & ServiceNow Strategy Lead

Grant Thornton; Orlando (FL); Hybrid; USD 112,000 - 160,000; Full time

Job summary

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. This role will own governance, standardization, and a follow-the-sun Service Desk spanning multiple regions, with a strong focus on ServiceNow and data-driven improvement.

Role requires 7+ years in ITSM/IT operations, 3+ years in global leadership, and ITIL expertise.

Qualifications

• 7+ years ITSM/IT operations experience with 3+ years in global leadership.
• Proven enterprise ITSM transformations, esp. within ServiceNow ecosystems.
• Deep expertise in Incident and Request Management, automation, and reporting.
• Strong ITIL (v3/v4) knowledge with pragmatic application in fast-scaling environments.
• Experience leading multi-region/global service desk operations.
• Demonstrated ability to drive large-scale process and operational improvements.

Responsibilities

• Define and govern a global ITSM framework spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.
• Oversee ServiceNow strategy as the system of record for global IT service management.
• Lead the follow-the-sun Global Service Desk across multiple regions with 24/7 coverage.
• Drive automation-first initiatives and data-driven improvements across the ITSM lifecycle.
• Deliver executive-level reporting on service performance, risks, and improvement initiatives.
• Collaborate with engineering, InfoSec, HR, and Facilities to ensure end-to-end service delivery.

Skills

ITSM Leadership

ServiceNow

Incident & Request Mgmt

ITIL Knowledge

Global Delivery

Automation & Analytics

Executive Communication

Education

Bachelor's or Master's in a relevant field

ITIL certification (required); advanced cert preferred

Tools

ServiceNow Platform

Job description

Grant Thornton is seeking a Global Service Management Lead (Manager) to define and execute a unified ITSM strategy across a rapidly expanding global organization. This role will own governance, standardization, and a follow-the-sun Service Desk spanning multiple regions, with a strong focus on ServiceNow and data-driven improvement.

Role requires 7+ years in ITSM/IT operations, 3+ years in global leadership, and ITIL expertise.