Coordinate the design, review and collection of performance measures across the Global IT Operations to ensure Services meets customer obligations in all markets / functions.
Lead the delivery of a robust global service desk that aligns with business requirements, maintaining ownership, deep technical expertise, and operational excellence.
Provide direct line management for Service Managers responsible for Global Service Desk operations and IT Operations execution within the GBS IT scope.
Ensure all global ITSM team members possess a working knowledge of end-to-end business processes and global ITSM capabilities.
Own and manage Service Management escalations, consolidate performance metrics from Service Delivery Leads and third parties, and produce the Service Governance Scorecard.
Drive continuous improvement initiatives across Service Management processes, sponsor the Knowledge Management process, and ensure alignment with performance goals.
Develop and maintain global ITSM policies and standards, ensure SLA compliance, manage service budgets, and support cost-effective service delivery.
Support and lead vendor management activities including contract renewals, supplier benchmarking, and service reviews, while ensuring compliance with global security standards and data privacy regulations.
requirements-expected :
Significant experience in IT service management, with experience in a global or regional leadership role.
Commercial acumen.
Good communication skills – both written and oral.
Proven experience managing outsourced service providers and global support teams.
Proven knowledge or experience of tools, technologies and methods in your area of Global Service Delivery.
Ability to manage key relationships with internal IT stakeholders.
Certified Service Management practitioner to at least ITIL Intermediate / Specialist level or equivalent.
Excellent people management skills with experience of direct management and managing remote teams spread across multiple global locations.
offered :
In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.