Manager, Support Service GSD RCC L2

Role & responsibilities

• Provide strategic and operational leadership for Global Service Desk, Global Command Centre, and Level 2 IT support services, ensuring consistent, high-quality service delivery.
• Own end-to-end incident, problem, and escalation management processes, including major incident coordination and root cause analysis.
• Establish and monitor service performance metrics (SLAs, KPIs, CSAT), driving continuous improvement and operational efficiency.
• Lead, develop, and engage high-performing global support teams, fostering a culture of accountability, collaboration, and customer focus. • Partner closely with IT infrastructure, application, cybersecurity, and business stakeholders to align support services with business needs.
• Manage third-party service providers and vendors, ensuring contractual compliance, performance optimization, and cost effectiveness.
• Drive standardization, automation, and process optimization aligned with IT service management best practices.
• Ensure compliance with company policies, security standards, and regulatory requirements across all support operations.

Required

• 8+ years of progressive IT experience, including senior-level leadership in IT support or technology services environments.
• Proven experience leading large, multi-tier IT support organizations (Service Desk, Command Center, L2).
• Strong expertise in incident, problem, and service management within complex, global environments.
• Demonstrated ability to manage and influence cross-functional and geographically distributed teams.
• Experience managing external service providers and vendor relationships.
• Strong analytical, communication, and stakeholder management skills.

Preferred candidate profile

• Experience supporting enterprise IT environments in regulated industries (medical device, healthcare, life sciences).

• Experience driving service transformation, automation, or global standardization initiatives.

• Familiarity with ITIL-based service management frameworks and tools. • Demonstrated change leadership experience in large, matrixed organizations.