GBS Global Service Manager

responsibilities :

• 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.

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offered :

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