At Morgan Philips, We are providing assistance to our leading multinational client, in the search for a Global Team Lead - IT Service Management & Reporting. Reporting directly to the Head of IT Services and subsecuently to the CIO, the successful candidate will oversee a portfolio of ITIL-aligned processes, ensuring they are resilient, scalable, and adhere to industry best practices.

Responsibilities:

Lead the implementation of globally standardized IT processes developed through our functional excellence program, ensuring alignment with IPO readiness requirements. Take full ownership of the process implementation roadmap, driving completion within an 18-month timeframe. Ensure that IT teams globally adopt standardized service management frameworks to achieve industry best practices. Lead the governance, optimization, and automation of ITSM processes within ServiceNow. Engage with senior IT leadership, regional IT heads, and other key stakeholders with a persuasive, influential mindset rather than a directive approach. Ensure the Service Catalog and CMDB are effectively managed and integrated into IT operations, supporting seamless service delivery. Develop and implement KPIs and dashboards to measure IT performance and service quality. Manage a team of 5 direct reports, supplemented by external experts, ensuring strong personal drive and influence to move initiatives ahead. Prepare and deliver high-level service reports up to board level, benchmarking against industry standards rather than creating internal metrics from scratch.

Requirements:

Bachelor’s or Master’s degree in IT, Business Administration, or a related field. 10+ years of experience in IT Service Management, ITIL implementation, and ITSM tooling. Proven leadership in managing global IT teams and driving organizational change. Demonstrated experience in driving transformational change across global IT teams. Strong interpersonal and communication skills to manage relationships with senior leadership and key stakeholders, including board-level reporting. Hands-on experience with ServiceNow, with certifications considered a strong advantage. Strong personal drive and the ability to influence and motivate a global team. Experience working in a fast-paced, dynamic environment and managing complex stakeholder relationships. Fluency in English is required (Spanish and/or German is a plus).