ITSM Global Support Lead

< class=font-bold text-2xl sm:text-2xl md:text-2xl lg:text-3xl xl:text-3xl 2xl:text-3xl text-wrap>ITSM Global Support Lead

Location : Edision, NJ ( Hybrid)

Duration: Contract

 

Overview

We are seeking an experienced IT Service Management (ITSM) Consultant/Contractor to lead the development and execution of a unified, enterprise-wide ITSM strategy that supports consistent, scalable, and high-quality service delivery across a growing global organization.

 

As a key strategic partner, this person will serve as the central point of leadership for ITSM governance, process standardization, operational excellence, and continuous service improvement across multiple regions. The ideal candidate will have a proven track record of transforming global support organizations, implementing ITIL best practices, and driving large-scale ServiceNow initiatives.

This role will be responsible for designing, launching, and optimizing a follow-the-sun Global Service Desk operating model across teams in India, Poland, and Columbia, ensuring alignment of processes, performance metrics, and service outcomes. The contractor will work closely with IT leadership, business stakeholders, and regional support teams to establish a seamless, customer-focused support experience that supports the organization''''''''s international growth strategy.

 

In addition, this position will lead the strategic evolution and optimization of the organization''''''''s ServiceNow platform, with a primary focus on Incident Management, Request Management, service automation, operational reporting, and data-driven decision-making to improve efficiency, visibility, and end-user satisfaction. The contractor will partner closely with the ServiceNow Platform Team to plan and deliver new platform enhancements, identify opportunities for process and technology improvements, support change adoption initiatives, and develop end-user training and communication strategies to ensure successful implementation of new capabilities and process changes across the organization.

The successful candidate will provide both strategic leadership and hands-on execution, serving as a trusted advisor to IT and business stakeholders while driving ITSM maturity and operational excellence. This role will work closely with the Global Head of Support & ITSM and other senior leaders to achieve key transformation objectives and deliver measurable business value.

 

Key Responsibilities

Global ITSM Strategy & Governance

•                 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.

ServiceNow Platform Leadership

•                 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.

Global Service Desk Leadership

•                 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.

Operational Excellence & Continuous Improvement

•                 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.

Customer Experience & Stakeholder Alignment

•                 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.

Leadership & Organizational Development

•                 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.

  

Qualifications

•                 10+ years of ITSM / IT Operations experience, including 5+ 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.

•                 Bachelor''''''''s or master''''''''s degree in a relevant field (or equivalent experience).

•                 ITIL certification required; advanced certification preferred.

•                 Exposure to AI-driven service operations and automation is a plus.