Global Service Management Lead (Manager)

Job Description Grant Thornton is seeking a Global Service Management Lead (Manager) to join the team. Approved office locations can be found below. The Global Service Management Lead (Manager) 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. Job Description Grant Thornton is seeking a Global Service Management Lead (Manager) to join the team. Approved office locations can be found below. The Global Service Management Lead (Manager) 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 strategic evolution of ServiceNow, with a strong emphasis on Incident and Request Management transformation, automation, and data-driven insights, to improve efficiency, transparency, and user experience. This role reports directly to the Global Head of Support & ITSM. Key Responsibilities Global ITSM Strategy & Governance Define and govern a global ITSM framework spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices. Establish enterprise-wide standards, controls, and policies to ensure consistency and scalability across regions. Own ITSM maturity roadmap, driving standardization, adoption, and measurable improvement. Implement and enforce SLAs, OLAs, and KPIs to ensure accountability and service quality. ServiceNow Platform Leadership Lead the strategic evolution of ServiceNow as the system of record for global IT service management. #J-18808-Ljbffr Grant Thornton (US)