Global Service Management Lead (Associate Director)

About the role

The Global Service Management Lead (Associate Director) is accountable for defining and executing a unified, enterprise-wide IT Service Management (ITSM) strategy that enables consistent, scalable, and high-quality service delivery across a rapidly expanding global organization. This role serves as the central authority for ITSM governance, driving standardization, operational excellence, and continuous improvement across all regions. As the organization scales internationally, this position is critical to aligning global service delivery with business priorities while maintaining a seamless and customer-centric support experience. The Global Service Management Lead will oversee the strategy, launch, and ongoing optimization of a follow-the-sun Global Service Desk model spanning India, Poland, and Latin America, ensuring consistency in processes, performance, and outcomes. This leader will also own the