The Global IT Service Manager Service Desk, Global is responsible for the end-to-end delivery and continuous improvement of global end-user IT support services, including the Enterprise Service Desk, Field Services, and VIP/Executive Support. This includes establishing a consistent global operating model, ensuring high service quality and user experience, governing ITIL-aligned processes, and driving service performance through KPIs, SLAs, and customer satisfaction metrics.

Working closely with IT Operations, Infrastructure, Workplace Technology, Security, and Engineering teams to ensure effective incident resolution, service stability, and seamless operational handoffs. The Global IT Service Manager also partners with regional IT leaders, business relationship managers, vendors, and executive assistants to align services with business needs and ensure premium support for VIP users.

The Global IT Service Manager is accountable for global service performance, operational readiness, and the achievement of agreed service levels and customer satisfaction targets.



This includes ownership of major incident management, vendor performance, service governance, cost efficiency, and the consistent delivery of reliable, secure, and high-quality support services across all regions.

Key stakeholders include Vice President Infrastructure and IT leadership team, regional IT and business leaders, infrastructure and security teams, HR and Facilities, executive leadership and VIP users, and external service providers and technology vendors. The role serves as a central point of accountability and communication between IT and the business for all end-user support services globally.

Main Responsibilities

Global Service Delivery & Operations
• Own the end-to-end delivery of global end-user IT support services, including the Enterprise Service Desk, Field Services, and VIP/Executive Support.
• Establish, maintain, and continuously improve a consistent global operating model for end-u

📌 IT Service Manager ServiceDesk (Hyderabad)
🏢 Olympus
📍 Hyderabad