ITSM Global Support Lead - Techwave Consulting
Overview
You will architect and run a unified, enterprise-wide ITSM strategy for a global organization, owning incident, problem, and change management at scale. You will collaborate with distributed teams and drive the adoption of ITIL best practices across regions. This role shapes the future of service delivery, making processes consistent, scalable, and business-aligned.
What You'll Do8
- 1Define and implement the global ITSM strategy, aligning processes with ITIL frameworks and business objectives.
- 2Lead the rollout of ServiceNow modules to standardize incident, problem, and change management workflows.
- 3Drive the adoption of ITIL practices across all regions, ensuring consistent and efficient service delivery.
- 4Build and lead a global support team, setting performance targets and coaching for continuous improvement.
- 5Design and deliver training programs to upskill support staff in ITSM and ServiceNow.
- 6Audit existing processes, identify gaps, and implement improvements that reduce downtime and improve user satisfaction.
- 7Collaborate with IT leadership to forecast service demand and allocate resources effectively.
- 8Establish and monitor key performance indicators (KPIs) to measure the effectiveness of ITSM operations.
Requirements6
- 15+ years in IT service management, with at least 2 years in a lead role overseeing global support.
- 2ITIL Expert or ITIL v4 certification, with practical experience applying ITIL processes.
- 3Hands-on experience configuring and administering ServiceNow.
- 4Strong project management skills, including the ability to run multi-region implementations.
- 5Proven ability to analyze service metrics and translate them into strategic improvements.
- 6Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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