Global Service Desk Manager (m/f/d)

Project overview

Build it globally. Make it work locally. Own it long-term.

One company. Multiple regions. Different ways of delivering IT support. Your mission? Turn them into one high-performing Global Service Desk.

Our client, an international industrial group, is transforming its IT support organisation. We're looking for an experienced Global Service Desk Manager to lead this change — from designing the operating model and bringing teams together to taking long-term responsibility for its performance.

This isn't a transformation project you hand over. You'll build the capability, establish it and continue to lead its evolution.

Your mission

What you bring

Why this role stands out

Build something that lasts. You'll have the opportunity to shape a global support organisation from the ground up, drive meaningful change across countries and remain responsible for its long-term success.

It's a permanent role combining transformation, international collaboration and operational ownership — not just another implementation project.

Interested in taking the lead?

Send your CV to *@*.com or contact Georgii Dzhgarkava at eAces for a confidential conversation. We'd be happy to tell you more.

Your eAces team

It's all about personality!

Georgii Dzhgarkava

• Create one global standard. Analyse existing regional support structures, identify inefficiencies and establish a consistent operating model with clear global and local responsibilities.
• Connect teams and processes. Harmonise ticket prioritisation, routing, escalations and handovers across L1, L2, L3, Service Owners and regional IT teams.
• Turn strategy into reality. Translate requirements into ServiceNow workflows with the ITSM team, coordinate the global roll-out, take a hands-on role in resolving technical and operational implementation challenges, enable support teams and stabilise operations.
• Lead change across teams and the organisation. Drive transformation beyond Service Desk processes, align stakeholders with different interests, navigate organisational dynamics diplomatically and build commitment to new ways of working.
• Take operational ownership. Assume long-term functional responsibility for the Global Service Desk, ensuring consistent service delivery, effective governance and smooth cross-country collaboration.
• Deliver results you can demonstrate. Take accountability for defined deliverables, agreed milestones and measurable outcomes. Provide verifiable evidence of progress and operational improvements, and present results, achievements and recommendations convincingly to IT leadership.
• Make performance measurable. Establish KPIs and service reviews, monitor ticket flows, backlog, resolution rates and user satisfaction, and turn insights into improvements.
• Shape what's next. Strengthen knowledge management, first-contact resolution and self-service, explore automation opportunities and introduce AI-supported solutions when the foundations are ready.
• Proven experience in IT Service Management, Service Desk Management or IT Operations, including building, transforming and/or running Service Desk organisations.
• Experience working across international IT environments and aligning global and regional stakeholders, with the diplomatic skills and organisational awareness to navigate competing priorities, internal politics and complex stakeholder relationships.
• Solid practical knowledge of ITIL, including Incident, Service Request, Knowledge and Service Level Management.
• Experience establishing operational governance, performance reporting and KPIs, with a proven ability to deliver measurable outcomes and communicate verifiable results to senior IT leadership.
• A hands-on leadership mindset: you challenge outdated practices, bring people together and turn concepts into sustainable operations. You have sufficient technical understanding to engage confidently with ITSM and L2/L3 teams, work through operational challenges and get directly involved when needed.
• Compelling presentation skills. You can communicate complex topics clearly, present measurable results to senior IT leadership and convince different audiences through structured, evidence-based presentations.
• Strong interpersonal judgment and a balanced personality. You understand different characters and motivations, adapt your approach to diverse personalities and remain composed, diplomatic and constructive, even when facing resistance or conflicting interests.
• Organisational change leadership. You can guide people through transformation, manage resistance and establish new working practices across individual teams and the wider company.
• Nice to have: Experience with ServiceNow ITSM.

Project details

• Start: ab sofort
• Remote: hybrid
• Location: Cologne, Deutschland, DE