Manager Service Desk & IT Service Mgt

DSM
Brazil
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Analytical skills","Stakeholder management","Communication","Continuous improvement"]

Lead end-to-end Service Desk and IT service operations in a global, multi-vendor environment, ensuring high-quality support and rapid major incident resolution. Own the SIAM operating model, drive standardized ITSM processes, and govern service performance using SLA/KPI management and continuous improvement. Set the ITSM/ESM platform strategy (e.g., ServiceNow) using automation, AIOps, observability, and self-service to improve reliability and operational efficiency. Manage providers, contracts, and operational governance.

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FursaFursa
DSM
DSM
1 month ago

Manager Service Desk & IT Service Mgt

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead end-to-end Service Desk and IT service operations in a global, multi-vendor environment, ensuring high-quality support and rapid major incident resolution. Own the SIAM operating model, drive standardized ITSM processes, and govern service performance using SLA/KPI management and continuous improvement. Set the ITSM/ESM platform strategy (e.g., ServiceNow) using automation, AIOps, observability, and self-service to improve reliability and operational efficiency. Manage providers, contracts, and operational governance.
Location: Brazil
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end Service Desk and IT service operations, ensuring high-quality support, stable service delivery, and rapid major incident resolution.
  • •Lead the SIAM operating model and multi-vendor ecosystem, driving integrated service delivery and standardized ITSM processes.
  • •Govern service performance, user experience, and continuous improvement using SLA/KPI management, service excellence, and customer satisfaction initiatives.
  • •Own the ITSM/ESM platform strategy (e.g., ServiceNow), leveraging automation, AIOps, observability, and self-service capabilities to enhance efficiency and reliability.
  • •Manage service providers, contracts, financials, and operational governance, ensuring compliance with security, audit, and regulatory requirements.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Bachelor’s or Master’s degree in IT, Engineering, or a related discipline.
  • •Experience in IT Service Management and leading Service Desk/enterprise service delivery.
  • •Strong expertise in ITIL practices, SIAM/multi-vendor environments, major incident management, and service performance governance (SLA/KPI/XLA).
  • •Hands-on experience with ITSM/ESM platforms (preferably ServiceNow), including CMDB, Service Catalog, service mapping, automation, and workflow optimization.
  • •Broad understanding of infrastructure, cloud, connectivity, cybersecurity, and business application landscapes, with strong leadership and stakeholder communication skills.
Education:Bachelor's in IT, Engineering, or a related discipline
Skills:LeadershipAnalytical skillsStakeholder managementCommunicationContinuous improvement
Tech Stack:ITILSIAMServiceNowITSMESMCMDBService CatalogAIOpsObservabilityAutomationSelf-serviceSLAKPIXLA

Company Brief

DSM
DSM-Firmenich is a global leader in food ingredients, nutrition, fragrances and beauty solutions, formed by the merger of DSM and Firmenich to provide sustainable, science-driven products and services across food, health and personal care industries.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Geneva, Switzerland
Founded: 2023
WebsiteLinkedIn