Global Manager, Cube

• The ideal candidate will have a strong background in managing geographically distributed teams, implementing standardized processes, and responding effectively to incidents within a complex global environment
• Proven experience leading multi-region IT support operations, with expertise in managing L1/L2 service desks
• Strong understanding of IT service management frameworks (e.g., ITIL), including incident and problem management processes
• Demonstrated ability to implement processes that improve visibility, prioritization, and delivery of support services
• Experience designing and running incident management functions in a global organization
• Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management) and reporting platforms
• Excellent communication and leadership skills, with the ability to manage diverse, distributed teams effectively

Desirable

• We are seeking a seasoned and strategic Global Leader to oversee and optimize our multi-region L1/L2 support desk operations
• This leader will manage teams across Europe, Asia, North America, and Australia, ensuring consistent and effective delivery of IT support services
• The role focuses on instituting practices that prioritize and provide visibility into incoming work, improve service delivery, and ensure alignment with organizational goals
• Additionally, you will establish and lead an incident management function to minimize service disruptions and maintain operational resilience
• Manage and oversee the performance of support desk teams across Europe, Asia, North America, and Australia
• Ensure consistent delivery of IT support services across regions, maintaining high standards for efficiency and effectiveness
• Implement frameworks to prioritize, route, and resolve incoming work based on business impact and urgency
• Design and implement a robust incident management function to coordinate and resolve high-impact issues efficiently
• Define incident severity levels, escalation protocols, and communication plans to ensure rapid response and clear stakeholder updates
• Conduct post-incident reviews to identify root causes and implement preventative measures, driving continuous improvement
• Collaborate with L3 teams, IT operations, and business units to ensure alignment and preparedness for incident resolution
• Define and enforce global standards for incident management, request fulfillment, and escalation processes, balancing the need for standardization with regional flexibility
• Develop and maintain practices to ensure clear visibility of incoming work and optimize ticket triage, categorization, and prioritization
• Implement KPIs and SLAs to measure team performance, track workload, and provide transparent reporting to stakeholders
• Leverage automation, self-service tools, and industry best practices to increase efficiency and enable proactive support delivery
• Foster collaboration among regional teams to share knowledge, tools, and best practices
• Mentor and develop regional support desk managers to build a cohesive and high-performing global team
• Conduct regular training and upskilling programs to keep teams aligned with evolving tools and methodologies
• Serve as the primary point of contact for senior IT and business leaders regarding L1/L2 support desk operations and incident management
• Provide regular updates on operational performance, incident trends, challenges, and improvement initiatives
• Collaborate with L3 teams, IT infrastructure, and business units to align support services with broader organizational priorities