What's the Role?

As an IT Service Manager in our Employee Technology Support team, you will play a pivotal role in enhancing the efficiency and effectiveness of our workplace processes, improving the employee experience, and delivering operational excellence. Supporting multiple service delivery team leaders globally, you will be responsible for promoting and delivering ITIL best practices, continual improvement, data insights and reporting, automation, and service design to create a more efficient, proactive, and frictionless support experience for our employees.

Leveraging your expertise in optimizing and streamlining end-user services operations, coupled with a deep understanding of end-to-end enterprise service delivery, you will be accountable for the delivery, project management, service design, and ongoing support of enterprise service delivery initiatives. You will support a global team of service leaders implementing continual improvement and proactive support initiatives while aligning service operations and processes globally to deliver a best-in-class and frictionless employee experience.

We’ll Trust you to:

• Identify and implement improvements to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring service quality and employee satisfaction.
• Act as a liaison between technical teams and stakeholders, gathering key requirements and relevant information necessary to effectively deliver ongoing initiatives.
• Implement ITIL best practices to drive continual improvement and simplification of the delivery of services, while identifying and resolving process inefficiencies.
• Generate data insights using AI, DEX, and reporting tools to identify opportunities and improve operational efficiency and transparency, execute problem management, and lead proactive support initiatives.
• Develop and execute initiatives to reduce incidents, automate workflows, improve system reliability, and improve the employee experience.
• Create executive-level presentations on service performance, data insights, OKR’s, and continuous improvement initiatives. Communicate project updates clearly and concisely.
• Lead project management and delivery across areas such as hardware refresh, enterprise printing, software, and mobility to drive timely and successful outcomes.
• Support the implementation, deployment, and lifecycle management of new and existing hardware technologies.
• Collaborate cross-functionally with global teams to align support strategies, ensure seamless integration of new services and tools, consistency, and service excellence across all regions.
• Support QA testing initiatives of hardware and software rollouts prior to deployment to ensure compatibility and performance, prevent impact to end users, and implement a release management framework.
• Define, optimize, and mature employee support policies and processes to ensure global consistency and efficiency.
• Generate and analyze reports on service metrics and operational performance to identify and deliver continual improvement opportunities.
• Present data-driven insights to stakeholders, highlighting trends and actionable recommendations for enhancing service delivery.
• Drive problem management to identify and execute proactive support opportunities, problem trends, and continual improvement. Lead the execution of these efforts to deliver the best employee outcomes.

You’ll Need to have:

• Bachelor’s degree in IT or a related field (or equivalent experience).
• Minimum 5 years’ experience.
• Certifications in ITIL, PMP, or Agile methodologies.
• Strong ITSM knowledge and application of ITIL principles and frameworks.
• Proficiency in Agile project management methodologies.
• Familiarity with the OKR framework, and a record of delivering value-based outcomes.
• Proven track record of delivery in creating, improving, and exceeding SLAs and KPIs, and implementing continuous improvement initiatives.
• Deep understanding of enterprise-level end-user service delivery.
• Experience delivering hardware & software support (mobile/MDM/Desktop/Laptop/Printing) across a global enterprise environment.
• Demonstrated expertise using scripting, AI insights, and data analytics to drive operational improvements which enhance the employee support experience.
• Exceptional communication skills in delivering executive-level presentations and stakeholder communication.
• Experience with reporting and analytics tools such as Power BI, Qlik, Tableau, or similar platforms.
• Working knowledge of Digital Employee Experience (DEX) tools such as SysTrack or Nexthink.

We'd love to see:

• Strategic thinker and customer advocate focused on driving measurable outcomes.
• Strong interpersonal and communication skills, with the ability to engage effectively across all organizational levels.
• Familiarity with automation tools and technologies to optimize operational workflows.
• Comfort working across time zones and with global, cross-functional teams.
• Ability to prioritize, iterate, and adapt in a fast-paced environment.
• Analytical mindset with attention to detail and a passion for solving complex problems.