DSM

6 days ago

Manager Service Desk & IT Service Mgt

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Last checked: 4 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

Website LinkedIn

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DSM