Global Service Desk Manager (Aven Hospitality)

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.

Note - TPG Capital, a global alternative asset management firm, recently acquired Sabre Hospitality Solutions. Over the coming months, Sabre is working with TPG to formally separate the Sabre Hospitality business from Sabre. It is important to understand that while you will be employed by a Sabre legal entity, your role will be supporting Aven Hospitality, which is now owned by TPG. Further information about the transition of Sabre Hospitality Solutions employees to TPG legal entities will be shared as we progress. 

Aven Hospitality is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Global Service Desk Manager (Aven Hospitality)

Reports To: Director, Global IT Support & Collaboration Services

Position Summary

We are seeking an experienced Global Service Desk Manager to lead and evolve our global IT service desk operations. This role is responsible for delivering high-quality, 24x7 end-user support across a geographically distributed organization, ensuring consistent service delivery and exceptional employee experience.

The Global Service Desk Manager will oversee regional teams and Managed Service Provider (MSP) partners, drive standardization of processes, and implement continuous improvement initiatives to enhance service performance, operational efficiency, and customer satisfaction. This role serves as a key leader in IT Service Management (ITSM), aligning service desk operations with business and technology objectives.

Key Responsibilities

Global Service Desk Operations

· Lead and manage global, distributed service desk teams and MSP partners providing 24x7 support across multiple regions

· Oversee day-to-day service desk operations, ensuring timely resolution of incidents and service requests

· Drive consistency in service delivery across internal teams and outsourced providers while accommodating regional requirements

· Ensure all requests and incidents are logged, prioritized, and resolved in alignment with SLAs

Service Management & ITIL Governance

· Establish and enforce ITIL-based processes (Incident, Request, Problem, Change, and Continual Service Improvement)

· Define, monitor, and report on service levels, KPIs, and operational metrics

· Act as the primary escalation point for major incidents and high-impact service disruptions across internal teams and MSP providers

· Drive root cause analysis and problem management to reduce recurring issues

Team Leadership & Development

· Lead, mentor, and develop service desk teams, including hiring, training, and performance management

· Provide oversight and governance of MSP staffing, performance, and service quality

· Establish staffing models, including shift coverage and follow-the-sun support

· Foster a customer-centric culture focused on service excellence and continuous improvement

Customer Experience & Service Excellence

· Define and drive service desk strategy to improve user experience and satisfaction

· Ensure efficient omnichannel support (phone, chat, email, ticketing tools) for end users

· Implement knowledge management practices to improve first-call resolution and reduce ticket volume

· Promote adoption of self-service, automation, and knowledge-centered support

Operational Excellence & Continuous Improvement

· Analyze trends, metrics, and service desk performance to identify improvement opportunities

· Develop and maintain reports and dashboards using tools such as ServiceNow reporting and Microsoft Excel to track service performance, SLA adherence, and operational trends

· Drive process optimization, automation, and tool enhancements to increase efficiency

· Partner with IT and business stakeholders to improve service delivery and alignment

· Develop and maintain standard operating procedures and documentation

Tools, Platforms & Data Management

· Oversee and optimize ITSM tools, including ServiceNow, for incident, request, and knowledge management

· Ensure accurate ticket categorization, assignment group alignment, and workflow optimization within ServiceNow

· Leverage Excel and data analysis techniques to identify trends, perform root cause analysis, and support decision-making

· Support reporting automation and dashboard development for executive and operational visibility

Vendor & Stakeholder Management

· Manage Managed Service Providers (MSPs) and third-party vendors, including contract alignment, performance management, and service delivery oversight

· Establish and monitor vendor SLAs, KPIs, and continuous improvement targets

· Collaborate with infrastructure, applications, and security teams to ensure seamless support

· Communicate service performance, risks, and improvements to leadership

Required Qualifications

· 5–7+ years of experience in IT service desk or end-user support operations, with at least 2–3 years in a leadership role

· Proven experience managing global or regional service desk teams and MSP/vendor support models

· Strong expertise in IT Service Management (ITSM) frameworks (ITIL preferred)

· Hands-on experience with ServiceNow or similar enterprise ITSM platforms

· Advanced proficiency in Microsoft Excel for reporting, data analysis, and KPI tracking

· Experience managing SLAs, KPIs, and operational performance metrics across internal teams and vendors

· Demonstrated ability to lead distributed teams and 24x7 support environments

· Strong understanding of service desk tools, ticketing systems, and support processes

· Excellent communication and stakeholder management skills

Preferred Qualifications

· ITIL certification (Foundation or higher) or equivalent ITSM certification

· Experience with service desk transformation, automation, or AI-enabled support capabilities

· Familiarity with global support models

· Experience managing large-scale outsourced or hybrid service desk operations

Benefits

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children 
• Extra Paid Time Off (5 extra days each year) 
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) 
• Daily meal allowance
• Life Insurance 
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.