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Job Description
Key Responsibilities
What you’ll do
- Lead regional Service Desk leaders and teams to deliver consistent, high-quality 24/7 support across the globe
- Drive operational excellence while balancing global standards with regional business needs
- Transform the Service Desk into a modern, omni-channel digital support function
- Advance shift-left strategies through self-service, knowledge-centered support, automation, virtual agents, and AI-enabled tools
- Use metrics, dashboards, and reporting to improve service performance, customer satisfaction, and operational decision-making
- Strengthen knowledge management practices to improve reuse, consistency, and resolution speed
- Partner with Technology Operations and key stakeholders to identify opportunities, solve problems, and implement sustainable improvements
- Ensure Service Desk operations align with security, compliance, and regulatory requirements across regions
What success looks like
- Better employee support experiences and higher customer satisfaction
- Stronger performance against global service metrics and commitments
- Increased self-service adoption and measurable value from automation and AI
- Improved consistency, efficiency, and scalability across regions
- A resilient, continuously improving global support model