What will you do as SVP, Operational Service Delivery & Command Center Operations

• Own end-to-end service delivery for on-site and remote service desk functions across all 11 global locations, ensuring SLA adherence and consistent user experience.
• Establish and govern a Follow-the-Sun operational model, eliminating handoff failures through standardised runbooks, escalation paths, and shift-transition protocols.
• Define location-specific capacity models that reflect business demand, headcount mix, and MSP resource deployment, reviewed on a quarterly basis.
• Maintain accountability for incident management processes, ensuring resolution timelines, communication protocols, and post-incident reviews meet executive expectations.

• Serve as the primary authority for the MSP over Service Desk, holding the partner accountable to contractual SLAs, quality benchmarks, and continuous improvement targets.
• Lead/Participate structured governance forums (weekly operational reviews, monthly SLA reviews, quarterly business reviews) with the MSP, producing executive-ready reporting packs.
• Drive MSP performance improvement through data-informed conversations — challenge assumptions, push back on complacency, and escalate where necessary to senior MSP leadership.
• Negotiate and refine SOW scope, service credits, and penalty structures in collaboration with Vendor Governance Office and Procurement and Legal to protect organisational interests.
• Co-develop transformation roadmaps with the MSP, including automation pipelines, self-service channel expansion, and AI-assisted triage capabilities.

• Design and enforce globally consistent ITIL-aligned processes for Incident, Request, Problem, Change, and Knowledge Management — no location-specific carve-outs without formal exception approval.
• Own the global Service Desk process taxonomy, ensuring all runbooks, escalation matrices, and SOPs are maintained, version-controlled, and adopted uniformly.
• Lead the implementation and ongoing governance of the ITSM platform (e.g. ServiceNow), ensuring configuration reflects global process standards and drives measurable efficiency.
• Establish and chair a Global Service Desk Standards Board to review policy deviations, approve exceptions, and ratify process changes.

• Define and own the global Service Desk KPI framework — spanning First Contact Resolution (FCR), Mean Time to Resolve (MTTR), ticket deflection rates, Customer Satisfaction (CSAT/NPS), and cost-per-ticket metrics.
• Build and maintain executive dashboards that provide real-time and trend-based visibility into service health across all locations and delivery channels.
• Conduct rigorous root cause analysis on chronic failure patterns, translating insights into actionable remediation programmes with measurable outcomes.
• Drive a culture of data-led decision making within the team — no initiative proceeds without a baseline metric, a target, and a measurement cadence.

• Champion the end-user experience as a non-negotiable delivery dimension — balance speed of resolution with quality of interaction, ensuring neither is sacrificed for the other.
• Establish a formal Voice of the Customer programme, incorporating structured satisfaction surveys, focus groups, and service improvement loops across all major business units.
• Develop executive stakeholder relationships across the business, providing transparent, honest, and data-backed reporting on service performance.
• Use automation and Agentic/AIOps to drive self service options and self-healing capabilities for standardized and speedy turnaround. Promote disciplined operational processes aligned with enterprise IT service management frameworks.

• Lead a globally distributed team of Regional Service Desk Leads and their teams, establishing a high-performance culture anchored in accountability, continuous learning, and inclusion.
• Define career pathways and succession plans for all senior service desk roles, reducing key-person dependency and building internal talent pipelines.
• Conduct regular performance calibration cycles, ensuring consistency in evaluation standards across geographies and delivery models.
• Champion workforce development initiatives, including technical certification programmes, ITIL training, and cross-regional capability sharing

• Own the Global Service Desk operating budget, including MSP contract spend, internal headcount costs, tooling licences, and training investments.
• Deliver annual productivity improvements through automation, self-service adoption, and MSP efficiency.
• Provide transparent financial reporting to IPS leadership, including variance analysis, forecast updates, and ROI assessments for transformation investments.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline. Essential.
• Master's degree (MBA or MSc in Technology Management) strongly preferred.
• ITIL v4 Managing Professional or ITIL v4 Strategic Leader — non-negotiable for this role.
• HDI Senior Certified Professional (HDI-SCP) or equivalent service desk leadership credential.
• Project Management Professional (PMP) or Prince2 Practitioner.
• A minimum of 15 years of progressive experience in IT service management, with at least 5 years in a senior leadership role (Director level or above) with P&L or budget accountability.
• Proven experience governing a global service desk operation spanning multiple geographies, time zones, and cultural contexts — specifically with a Follow-the-Sun model in operation.
• Demonstrated experience managing Managed Service Provider relationships at a senior commercial and operational level, including contract negotiation, SLA governance, and performance improvement programmes.
• Hands-on experience implementing and governing ITSM platforms — ServiceNow strongly preferred; BMC Helix or Jira Service Management acceptable.
• Track record of building and executing analytics programmes that have demonstrably improved service quality metrics.
• Experience leading service desk transformation programmes, including self-service implementation, chatbot/AI-assisted triage, and knowledge management maturity uplift.
• Deep expertise in ITIL-aligned service management processes (Incident, Problem, Change, Request, Knowledge, Major Incident Management).
• Proficiency with ITSM platforms, reporting toolsets, and enterprise monitoring dashboards.
• Understanding of AI/ML applications in service desk contexts — intelligent routing, predictive analytics, automated resolution.