Manager - ITSM Operations

Lead global Service Desk, Major Incident Management, and ITIL governance teams ensuring integrated operating rhythms, reliable service delivery, and customer experience across multiple regions.

Establish and govern global service assurance frameworks covering KPIs/KRIs, incident/request volumes, SLA performance, and operational escalations to drive continual improvement and operational stability.

Serve as the senior escalation point for major incidents and operational disruptions, providing executive oversight, incident command, and cross-functional accountability within a complex insurance-sector global services environment.

Minimum 15 years total professional experience with substantial leadership in enterprise IT service operations, Service Desk, Major Incident Management, or related global service-management domains.

Bachelor's degree or equivalent professional experience in technology, service management, engineering, business operations, or related discipline.

Demonstrated experience leading managers and senior specialists in complex, global, multi-technology environments with accountability for service performance, escalations, and governance.

Mandatory certifications: ITIL 4 Foundation plus an advanced ITIL 4 module relevant to service operations or strategic leadership; strong functional experience with ServiceNow ITSM and reporting.

Experienced leader capable of managing multi-disciplinary global teams and integrating service operations and governance across regions and technology towers.

Strong operational governance mindset with proven ability to establish KPIs/KRIs, service assurance frameworks, and mature ITIL 4 practices in regulated, high-complexity environments (preferably insurance or financial services).

Comfortable operating at senior escalation and executive communication levels during high-impact incidents, with a strategic focus on continual improvement, risk mitigation, and operational resilience.