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About the Role

The Global Service Management Lead (Manager) is accountable for defining and executing a unified, enterprise-wide IT Service Management (ITSM) strategy that enables consistent, scalable, and high-quality service delivery across a rapidly expanding global organization. This role serves as the central authority for ITSM governance, driving standardization, operational excellence, and continuous improvement across all regions. As the organization scales internationally, this position is critical to aligning global service delivery with business priorities while maintaining a seamless and customer-centric support experience.

Responsibilities

Define and govern a global ITSM framework spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.
Establish enterprise-wide standards, controls, and policies to ensure consistency and scalability across regions.
Own ITSM maturity roadmap, driving standardization, adoption, and measurable improvement.
Implement and enforce SLAs, OLAs, and KPIs to ensure accountability and service quality.
Lead the strategic evolution of ServiceNow as the system of record for global IT service management.
Drive transformation of Incident and Request Management through workflow optimization, automation, and AI-driven capabilities.
Partner with engineering and platform teams to design, test, and scale solutions that improve operational efficiency.
Enhance reporting, analytics, and dashboards to provide real-time visibility into service performance and trends.
Provide governance and oversight for a multi-region Global Service Desk operating across India, Poland, and LATAM.
Define and operationalize a follow-the-sun delivery model, ensuring 24/7 seamless support coverage.
Establish a standardized operating model for regional delivery pods aligned to global ITSM frameworks.
Drive improvements in first contact resolution, response times, and customer satisfaction (CSAT).
Foster strong alignment and collaboration across regional leadership teams.
Champion automation-first and shift-left strategies to reduce volume and improve service efficiency.
Leverage data and analytics to identify trends, eliminate recurring issues, and drive proactive problem management.
Deliver executive-level reporting and insights on service performance, risks, and improvement initiatives.
Drive continuous improvement initiatives to enhance global service consistency and operational efficiency.
Act as the global voice of the customer, ensuring IT services evolve with business needs.
Partner with business and IT leaders to align service delivery with organizational priorities.
Provide strategic recommendations on ITSM processes, tooling, and support models.
Ensure seamless cross-functional collaboration with Engineering, InfoSec, HR, and Facilities for end-to-end service delivery.
Lead and develop globally distributed ITSM and Service Desk teams, fostering a culture of accountability and service excellence.
Provide clear governance, coaching, and performance management aligned to global standards.
Balance centralized process ownership with regional execution excellence.
Collaborate with senior IT leadership to ensure cohesive global operations strategy.

Requirements

7+ years of ITSM / IT Operations experience, including 3+ years in global leadership roles.
Proven experience leading enterprise ITSM transformations, particularly within ServiceNow ecosystems.
Deep expertise in Incident and Request Management optimization, including automation and reporting.
Strong understanding of ITIL (v3/v4) and applying it pragmatically in fast-scaling environments.
Experience leading or governing multi-region / global service desk operations.
Demonstrated success in driving large-scale process and operational improvements.
Strong executive communication skills with the ability to translate data into actionable insights.
ITIL certification required; advanced certification preferred.
Exposure to AI-driven service operations and automation is a plus.

Skills

ITSM
IT Operations
ServiceNow
Incident Management
Request Management
ITIL
Automation
Reporting
Data Analytics
AI-driven service operations

Location

Global

Work Type

Hybrid

Experience Level

Manager
7+ years of ITSM / IT Operations experience
3+ years in global leadership roles

Education Level

Bachelor's or master's degree in a relevant field (or equivalent experience)
ITIL certification required
Advanced ITIL certification preferred

Salary/Compensations

$112,000 - $160,000

Benefits

Medical insurance
Dental insurance
Vision insurance
Employee assistance program
Paid sick leave
Paid firm holidays
401(k) savings plan
Employee retirement plan
Discretionary, annual bonus based on individual and firm performance

About the Company

Grant Thornton is a leading professional services firm that makes business more personal and builds trust into every result. They offer a career path with more opportunity, flexibility, and support.
In the U.S., Grant Thornton operates through Grant Thornton LLP (audit and assurance) and Grant Thornton Advisors LLC (tax and advisory).
The firm has a multinational, multidisciplinary platform with Grant Thornton Ireland, offering a premier Trans-Atlantic advisory and tax practice, and independent American and Irish audit practices.
The platform has $2.7 billion in revenues, more than 50 offices, and 12,000 professionals.
Grant Thornton is part of the Grant Thornton International Limited network, with member firms in over 150 global markets.

Equal Opportunity

Grant Thornton promotes equal employment opportunities and makes all personnel decisions without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law.
Grant Thornton provides reasonable accommodation for qualified applicants or employees with disabilities, unless it would cause undue hardship.
For Los Angeles Applicants: Consideration for employment will be in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
For Massachusetts Applicants: Grant Thornton does not require or administer lie detector tests as a condition of employment or continued employment.