The Global Head of Service Desk is a senior technology leadership role responsible for defining, governing, and continuously evolving the end‑user support capability across the organisation’s 11 global locations. Operating at the intersection of in‑house delivery and Managed Service Provider (MSP) execution, this role holds executive accountability for a globally consistent, analytically driven, and user‑centric service desk function.

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 res...