Global Service Management Lead (Associate Director)

Grant Thornton
New York, Philadelphia
Workplace: HybridFull timeUSD 152,000 - 230,000Function: Executive & General ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Executive communication","Stakeholder management","Continuous improvement","Leadership","Data-driven decision-making"]

Define and govern an enterprise-wide IT Service Management (ITSM) strategy to standardize, scale, and continuously improve service delivery globally. Lead evolution of ServiceNow as the system of record, driving Incident and Request Management transformation through automation, AI capabilities, and reporting. Provide governance for a follow-the-sun Global Service Desk model across India, Poland, and LATAM, improving KPIs, customer experience, and operational excellence while aligning stakeholders and teams.

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Grant Thornton
Grant Thornton
5 days ago

Global Service Management Lead (Associate Director)

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Job Summary

Define and govern an enterprise-wide IT Service Management (ITSM) strategy to standardize, scale, and continuously improve service delivery globally. Lead evolution of ServiceNow as the system of record, driving Incident and Request Management transformation through automation, AI capabilities, and reporting. Provide governance for a follow-the-sun Global Service Desk model across India, Poland, and LATAM, improving KPIs, customer experience, and operational excellence while aligning stakeholders and teams.
Location: New York, Philadelphia
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Define and govern a global ITSM framework across Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.
  • •Own the ServiceNow strategy and transformation for Incident and Request Management, leveraging automation and AI-driven capabilities.
  • •Oversee a follow-the-sun Global Service Desk operating across India, Poland, and Latin America to ensure 24/7 coverage.
  • •Drive operational excellence using SLAs, OLAs, KPIs, reporting, and dashboards to improve performance, transparency, and customer satisfaction.
  • •Lead and develop globally distributed ITSM and Service Desk teams, balancing centralized governance with regional execution and continuous improvement.

Pay and Benefits

Salary: USD 152,000 - 230,000
Perks:Health InsuranceDentalVision401kPaid LeaveRetirement

Key Requirements

  • •10+ years of ITSM / IT Operations experience, including 5+ years in global leadership roles.
  • •Proven experience leading enterprise ITSM transformations, particularly in ServiceNow ecosystems.
  • •Deep expertise in Incident and Request Management optimization, including automation and reporting.
  • •Strong understanding of ITIL (v3/v4) and applying it in fast-scaling environments.
  • •ITIL certification required; Bachelor’s or master’s degree in a relevant field (or equivalent experience).
Experience:10+ yearsITSMIT operationsServiceNowService deskGlobal operations
Education:Bachelor's
Skills:Executive communicationStakeholder managementContinuous improvementLeadershipData-driven decision-making
Certifications:ITIL
Tech Stack:ServiceNowITIL v3ITIL v4AutomationAI

Company Brief

Grant Thornton
Global accounting and advisory network providing audit, tax, and consulting services to businesses, public sector entities, and private clients across industries through independent member firms operating under the Grant Thornton brand.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: London, United Kingdom
WebsiteLinkedIn