Global ITSM Manager

Phibro Animal Health Corporation is a publicly traded, global organization with a rich history in animal health and nutrition as a manufacturer and marketer of medicated feed additives, vaccines, nutritional specialty products, and mineral nutrition. We strive to be a trusted partner with livestock producers, farmers, veterinarians, and consumers who raise or care for farm and companion animals by providing solutions to help them maintain and enhance the health of their animals. Phibro is a diversified company in manufacturing and marketing products for ethanol performance, microbials for plants, home and industrial applications, and specialty chemicals for various industrial markets. With revenues in excess of $1 billion, Phibro is supported by over 2,400 employees worldwide.

At Phibro, people are our greatest asset. We strive to develop a diverse workforce that fosters an environment where people feel supported in openly sharing their creativity and skills that allows them to be the most successful that they can be. If you are interested in working for Phibro and feel that you do not meet all qualifications, we encourage you to apply as you might be the right candidate for this role or other positions.

About the role

The Global ITSM Manager is an integral part of our Digital Information Delivery team based in Teaneck, NJ. This role is accountable for leading a single, integrated global service desk organization, delivering consistent, high-quality IT support across regions and time zones. The Global Service Desk Manager manages Service Desk staff in the United States, Brazil, and Israel, while providing dotted-line operational support and coordination to Site IT teams at manufacturing facilities. This is a global role—not a regional manager position—focused on standardization, service quality, performance management, and customer experience, while enabling strong local execution at sites.

Responsibilities

• Global Service Desk Leadership
  • Lead and manage global Service Desk teams
  • Establish and maintain a “One Tool, One Team” global service desk model
• ITSM & ServiceNow Ownership
  • Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
  • Act as the global process owner for ITSM
• Performance Management & Continuous Improvement
  • Own and manage global Service Desk KPIs
  • Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks
• Manufacturing & Site IT Integration
  • Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities
  • Define clear engagement and escalation models
• Stakeholder Engagement
  • Own Service Desk processes, SOPs, and operational discipline
  • Partner with various teams on incident response, change management, and service improvements
  • Communicate Service Desk performance, risks, and improvement plans to IT and business leadership

Skills

• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines
• Able to execute projects and long-range goals as directed by management
• High degree of time management skills and ability to handle multiple priorities and projects at once
• Planning; ability to think ahead and plan, project activities and strategy over short-terms and extended time periods
• Strong computer skills and project management experience
• Ability to perform effective public speaking presentations and provide effective written communications
• Able to develop detailed communications documents that are readily understood by co-workers, vendors, and clients
• Excellent written and verbal communication skills
• Interpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner
• Able to identify and resolve problems in a timely manner
• Problem analysis and problem resolution at both strategic and functional levels
• Ability to build effective teams, coach, and develop others
• Ability to effectively present information to key managers and leadership team
• Strong team attitude and conflict resolution skills
• Proven ability to work effectively in a team environment
• Strong team building and management skills sufficient to recruit, lead, train, delegate, cooperate, and contribute as a team

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration (with strong IT/Operations background), or related field
• 15+ years of experience in the IT industry
• 5+ years of managing distributed, multi-country teams
• Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms
• ServiceNow certifications (CSA, ITSM, or equivalent) preferred

Schedule

Monday - Friday (Standard Work hours)

Benefits

Phibro offers a competitive benefits package. Learn more about Phibro benefits.