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Senior, niche ITSM and P&L role reduces applicant density significantly.
Requires MSP/ITSM delivery and P&L experience, making skills highly industry-specific and less transferable.
Explicit 12+ years, 5+ senior years, ITIL v4 and ServiceNow requirements make screening highly selective.
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Own global delivery, strategy, and P&L of Next-Generation Service Desk capability with focus on AI-powered, experience-first IT support.
Lead global, multilingual service desk operations ensuring SLA, XLA, and contractual performance, while driving transformation to an AI-enabled omnichannel model.
Define standards, governance, and continuous improvement programs; maintain C-suite client relationships; partner with sales and product teams; build and lead distributed high-performing teams.
12+ years in IT service management or managed services, with 5+ years in senior delivery leadership.
Direct P&L ownership experience in a services delivery context required.
Deep ITSM expertise with ITIL v4 certification mandatory; hands-on knowledge of ServiceNow and AI-driven automation tools.
Bachelor’s degree required; advanced degree (MBA) and ITIL Expert certification preferred.
Experienced in running large-scale, global service desk or digital workplace operations within complex MSP or enterprise environments.
Proven ability to institutionalize scalable operating models and governance frameworks beyond individual expertise.
Executive presence with track record influencing C-suite clients and cross-functional stakeholders globally.