IT Support Services Manager

About the Position

Interesting Job

Our client is a world-leading premium spirits and wine company, with a portfolio of globally recognized brands and a presence in over 70 countries. They are currently looking to hire an IT Support Services Manager to lead the continuous improvement of the global Service Desk, ensuring an efficient, scalable, and high-quality end-user experience within a dynamic and international environment.

Responsibilities

• Oversee and optimize global Service Desk operations, ensuring SLA compliance.
• Manage relationships with external vendors (outsourcing), ensuring service quality.
• Analyze data and metrics to identify trends and improvement opportunities.
• Lead continuous improvement initiatives (automation, shift-left, process optimization).
• Drive knowledge management practices (knowledge base, self-service, documentation).
• Coordinate incident, problem, and change management processes (ITIL).
• Participate in service review meetings and global governance forums.

Requirements

• 10+ years of experience in IT Service Management / Service Desk.
• Proven experience managing outsourced services in global, multi-vendor environments.
• Strong knowledge of ITSM frameworks (ITIL certification is a plus).
• Hands-on experience with ITSM tools, especially ServiceNow.
• Experience in continuous improvement, service transformation, and process optimization.
• Strong analytical skills with a data-driven mindset.
• Excellent communication and stakeholder management skills.
• Fluent in English (international environment).
• Experience in global environments and agile methodologies is a plus.

We Offer

• Opportunity to join a leading multinational company in an international environment.
• Involvement in digital transformation and continuous improvement initiatives.
• Dynamic, collaborative, and innovation-driven environment.
• Competitive compensation package based on experience.

If you are interested in this challenging position, we are looking forward to receiving your comprehensive application for ref.no. 110.348 preferably through our ISG career portal or via email.

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