Global Service Desk Manager

2 days ago

Bengaluru, India Yara Full time

Responsibilities Provide strategic ownership of Global Service Desk and Knowledge Management processes, ensuring a consistent, high-quality end-user experience across all channels. The role drives adoption of AI, automation, and self-service capabilities to optimize issue resolution, reduce business disruption, and enhance operational efficiency. By taking ownership of the knowledge base and digital support channels, the role enables proactive service delivery, ensures accurate and up-to-date information, and supports informed, data-driven decisions. It strengthens accountability, drives continuous improvement, and delivers measurable enhancements in service quality, responsiveness, and overall business impact. Own the global end-to-end user experience, ensuring consistent, high-quality support across all channels, mobile platforms, and AI chatbot Drive knowledge base excellence, maintaining accurate, up-to-date content that empowers self-service. Lead AI-driven service desk initiatives, including chatbots and proactive automation, for faster, smarter global support. Implement shift-left and automation strategies, reducing manual workloads and optimizing service desk efficiency worldwide Standardize global performance metrics, monitor KPIs/SLAs, and ensure ITIL-aligned service delivery. Manage vendor governance, enforcing accountability, process adherence, and high-quality service across all regions. · Identify gaps and drive continuous improvement, leveraging AI, analytics, and process enhancements for global impact. Deliver measurable business outcomes, including cost reduction, improved service consistency, and improved end-user satisfaction  Profile Education : Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field. ITIL certification (v4 preferred) is mandatory · Working Experience  10+ years of experience in Global Service desk, Knowledge Management or relate IT Operations role. Proven experience leading Global teams and vendor management. Strong understanding of ITIL processes with a focus on automation and continual service improvement. Demonstrated experience building collaborative teams across geographies. Experience in Agile working methods and IT project delivery. Excellent interpersonal, communication, and leadership skills. · Other knowledge Strong understanding of ITIL framework and service management principles. Understanding of Change and Configuration Management, Incident Management processes. Skills Proficiency in ITIL, ITSM processes and platforms. Analytical and data-driven decision-making skills. Strong people, project and stakeholder management capabilities Leadership & People skills Excellent communication and interpersonal skills. Ability to lead diverse, cross-functional teams in a global environment. Demonstrated ability to drive change and foster a culture of continuous improvement Other Requirements Fluent in English. Willingness to travel occasionally across regions. Cultural awareness and ability to work in a multinational environment.

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