Global ITSM Manager

About Phibro Animal Health CorporationPhibro 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. In addition to, Phibro’s revenues are in excess of $1 billion and are 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.The Global ITSM Manager is an integral part of our Digital Information Delivery team based out of our US - Teaneck, NJ site. Position DetailsThe Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high‑quality IT support across regions and time zones. This role 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. Key ResponsibilitiesGlobal Service Desk LeadershipLead and manage global Service Desk teamsEstablish and maintain a “One Tool, One Team” global service desk modelITSM & ServiceNow OwnershipOwn the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platformAct as the global process owner for ITSMPerformance Management & Continuous ImprovementOwn and manage global Service Desk KPIsUse ServiceNow dashboards and analytics to proactively manage performance, trends, and risks Manufacturing & Site IT IntegrationProvide dotted‑line operational support and coordination to Site IT teams at manufacturing facilities Define clear engagement and escalation modelsStakeholder EngagementOwn Service Desk processes, SOPs, and operational disciplinePartner with various teams on incident response, change management, and service improvements Communicate Service Desk performance, risks, and improvement plans to IT and business leadership SkillsAbility 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 SkillsInterpersonal 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 othersAbility to effectively present information to key managers and leadership team.Must have 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.Education & ExperienceBachelor’s degree in information technology, Computer Science, Business Administration (with strong IT/Operations background) 15+ years of experience in 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 To learn more about Phibro Animal Health's competitive benefits package, please click here: Phibro BenefitsPhibro is an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, gender identity, veteran status, marital status or any other characteristics protected by law.Business Unit: Corporate Division: Corporate Department: Digital Information Delivery Location: US - Teaneck, NJ Work Schedule: Monday - Friday (Standard Work hours)