Owns the global delivery, strategy, and P&L of our Next-Generation Service Desk capability.
Lead global service desk delivery across a distributed, multilingual, multi-client environment, ensuring consistent SLA, XLA, and contractual performance.
Drive transformation of the service desk from reactive support to an AI-enabled, omnichannel delivery model.
Own the P&L for the global service desk practice, including cost-to-serve optimization, margin improvement, and revenue contribution.
Serve as the senior escalation point for major client issues and maintain C-suite relationships across a global portfolio.
Define capability standards, governance frameworks, and continual improvement programs that industrialize delivery at scale.
Partner with Sales, Product, and Technology teams to shape service roadmaps, support deal pursuits, and influence proprietary tooling development.
Build and develop a high-performing, geographically dispersed team across global delivery centers.
Provide delivery excellence and continued innovation to maintain a top quartile cost competitiveness.

12+ years in IT service management or managed services, with 5+ years in senior delivery leadership.
Proven success running large-scale, global service desk or digital workplace operations in a complex MSP or enterprise environment.
Direct P&L ownership and financial acumen in a services delivery context.
Deep ITSM expertise (ITIL v4 required) and hands-on familiarity with platforms such as ServiceNow and AI-driven automation tooling.
Track record of institutionalizing operating models and governance disciplines that scale beyond individual expertise.
Executive presence with experience influencing C-suite clients and cross-functional internal stakeholders.
Bachelor’s degree required; advanced degree (MBA) and ITIL Expert certification preferred.

Senior Director, Service Desk Leader

Key skills