Global Service Desk Manager

Job Description We at Yara are part of a global network, collaborating to profitably and responsibly solve some of the world's key challenges - resource scarcity, food insecurity and environmental change. 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. Additional Information Why us Innovative Work Environment At YARA, you'll be part of a dynamic team. You would be working with a globally dispersed and diverse team. We encourage creativity and out-of-the-box thinking, providing you with the freedom to experiment and innovate. Career Growth Opportunities Your professional development is our priority. We offer tailored training programs, mentorship from industry leaders, and clear pathways for advancement. Support for personal development, learning and continuous learning is a priority Work-Life Balance We understand the importance of balancing work with personal life. With flexible working hours, remote work options, and a generous vacation policy, you'll have the time and space to recharge. Impactful Work Your work will have a direct impact. Our team's recent achievements in specific areas demonstrate the meaningful difference we make every day. Strong Company Values Our commitment to these values is reflected in our positive work culture, low turnover rates, and the long-term success of our employees. Apply no later than Knowledge grows through differences Yara is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We believe that creating a diverse and inclusive work environment is not only the right thing, but also the smart thing to do. To deliver on this, Yara has firmly anchoredDiversity, Equity & Inclusion (DE&I) in our business strategy and has more than 400 employees worldwide involved in D&I ambassadors networks. As part of our recruitment process, where permitted by local law, we may conduct reference and background checks. These checks will only be performed when deemed necessary for the nature of the job. Candidates will be informed by HR before any background checks are initiated.