Head of Service Desk – 1st & 2nd Level Support, AI & Automation (f/m/d) Group Business Delivery Center

We are seeking a visionary leader to design and lead a centralized, multilingual Service Desk across seven countries.

As the International Service Desk Manager, you will be responsible for the strategic development of 1st and 2nd level support operations, the integration of cutting-edge AI and automation technologies, and the implementation of efficient, ITIL-based service processes.

Job Purpose

Тo create a scalable, customer-centric support structure that performs across borders.

International Team Leadership | Global Service Strategy | AI & Automation | ITIL & Service Management

Role Insights:

• Develop and execute a global Service Desk strategy that unifies 1st and 2nd level support across the OpCos, ensuring scalability, efficiency, and customer-centric service delivery.
• Lead the transition from decentralized to centralized support structures, establishing standardized processes, clear escalation paths, optimized staffing models and implement performance metrics.
• Integrate AI and automation technologies (e.g. virtual agents, predictive analytics, RPA) to enhance efficiency, reduce manual workload, and elevate user experience.
• Oversee day-to-day service operations, ensuring timely and effective incident resolution, adherence to SLAs, and continuous service quality improvement through KPIs and CSAT tracking.
• Evaluate, select and implement modern service management platforms (e.g. ServiceNow, Jira Service Management) to support global operations and drive process automation.
• Collaborate cross-functionally with IT, DevOps, and infrastructure teams to ensure seamless integration and alignment of tools, platforms, and processes.
• Build and lead a high-performing international support team, fostering a culture of accountability, collaboration, and continuous learning.
• Serve as the main contact for internal and external stakeholders, ensuring transparent communication on service performance, managing critical escalations, and aligning support services with overall organizational goals.

Your Profile:

• Longstanding experience in IT service management and several years of experience in a leadership role in managing international teams
• Proven track record in building or transforming service desk operations in a B2B environment
• Deep understanding of ITIL frameworks (ITIL v4 certification preferred); familiarity with ISO/IEC 20000 or other IT service quality standards are a plus
• Practical experience with AI and automation technologies in IT support; a background in enterprise IT environments, cloud services, or cybersecurity are a plus
• Proficiency with service management platforms like ServiceNow
• Strong strategic thinking, organizational, and problem-solving abilities and willingness to travel internationally as needed
• Excellent communication skills (English Level B2); additional languages and intercultural competence are a plus

Apply now! 

If you are interested in this challenging opportunity, please do not hesitate to submit your application till 15.07.2025.