It service management leadwhat you will do?We are looking for a skilled and experienced global it service management lead to oversee the performance of our outsourced it support services - ensuring seamless, high-quality assistance is delivered across multiple regions. In addition, this role will work to continually improve all service management functions through continuous improvement efforts. This role involves collaborating closely with third-party vendors and internal teams to manage service delivery, resolve escalations, and drive continuous improvement initiatives. The role requires a strategic mindset to optimize operational efficiency, enhance customer satisfaction, and align with the overall it strategy of the organization. This role requires to work during us business hours.how you will do it?Core responsibilities:· support operations management: assist and drive improvements around service management processes, including the global level 1 it support operations, managing an outsourced team across different time zones and languages. Ensure that key performance metrics are consistently met.· vendor and stakeholder management: build and maintain strong relationships with third-party providers of it support services. Monitor their performance, resolve service issues, and provide feedback for continuous improvement.· itsm process oversight & collaboration: lead the development and maintenance of different itsm processes (incident management, major incident, problem management, change management, knowledge management), identify stakeholders, ensuring accuracy, relevance, and operation. Promote the use of self-service tools and documentation to empower users and support teams.· incident and critical event management: lead the intake and management of it incidents and requests, ensuring effective resolution, ticket routing and escalations. Collaborate in the handling of major disruptions and ensure the participation of the support team is adequate to the process needs.· collaboration with it functions: work closely with various it teams, including (but not limited) field services, network, security, etc., to facilitate the resolution of technical issues and ensure smooth end-to-end support delivery.· process optimization: identify and implement opportunities to enhance the efficiency and quality of it service management processes, focusing on automation, best practice adoption, and overall operational improvement.· performance oversight and analysis: participate in regular review meetings to assess performance and propose actionable strategies to improve service delivery.· escalations management: address escalations and service-related complaints, ensuring quick resolution and maintaining a high level of user satisfaction.· team leadership: lead, mentor, and support a small team of internal analysts, guiding them on performance, process improvements, and professional development.· strategic input: provide input on the strategic direction of level 1 it support services, offering recommendations to senior management on improving processes, technologies, and service delivery models.what are we looking for?Qualifications:· experience: 5+ years of experience in it support operations or related roles, with a strong background in overseeing outsourced it support services and service delivery.· strong itil knowledge: in-depth understanding of itil processes, including incident management, knowledge management, problem management, change management and major incident management (itil certification is desired).· leadership and mentoring: strong leadership skills, with experience in managing a combination and internal and external resources (large teams), fostering collaboration, and encouraging professional development.· communication skills: excellent communication and interpersonal skills, with the ability to collaborate with internal teams, vendors, and senior leadership.· problem-solving and escalation management: excellent problem-solving skills, with the ability to manage escalations and resolve service-related complaints effectively.· vendor management: demonstrated experience in managing third-party vendors and resources, including performance monitoring, managing escalations, and driving continuous improvement.· operational efficiency: strong background in identifying and implementing process improvements to increase efficiency and quality of it support services.· servicenow knowledge: hands-on experience with servicenow or similar it service management (itsm) tools, with a solid understanding of how to leverage these technologies for effective support operations.· cross-functional collaboration: proven ability to collaborate with diverse it teams (field services, network, security, etc.) to ensure smooth issue resolution and service delivery.