Manager Global Deskside Service Delivery

Location

Brookfield Culture

Brookfield has a unique and dynamic culture.  We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader:  Entrepreneurial, Collaborative and Disciplined.  Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Builds and leads a high‑performing, globally aligned deskside organization that delivers exceptional end‑user support. Aligns ITIL‑based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes.

Key Responsibilities

• Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews.
• Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard.
• Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows.
• Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook.
• Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions.
• Cross‑Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes.
• ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance.
• Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs.

Key Deliverables

• Defined global operating model with clear accountability and standardized workflows.
• Reduced regional process variation and improved cross‑region collaboration to 90%.
• Measurable improvements in SLA performance, MTTR and CSAT to 90%.
• Improve interaction with SNOW, reducing handoff and escalation delays by 90%.
• Enforce SOP adoption rate >= 90% compliance across regions.
• Deliver continuous improvement initiatives >= 1 per quarter.
• Improve Asset Accuracy: >= 98% inventory accuracy globally.
• Embedded culture of continuous improvement through structured reviews and a functioning improvement council.

Required Experience

• 5+ years of IT service delivery experience with a focus on deskside operations.
• Proven success leading global initiatives and implementing ITIL service models.
• Experience translating ITSM frameworks into operational execution across regions.
• Strong proficiency in ServiceNow reporting and endpoint management solutions.
• Excellent analytical, communication and executive stakeholder management skills.

Skills & Qualifications

• Leadership and organizational alignment across global teams.
• Deep understanding of ITIL frameworks and service management principles.
• Ability to develop and monitor KPIs and performance dashboards.
• Cross‑regional coordination and change management skills.
• Competency in data integrity, reporting and continuous improvement.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience leading global hardware lifecycle or knowledge management programs.
• Experience integrating service delivery with ITSM processes in multinational environments.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it.  Accordingly, we do not tolerate workplace discrimination, violence or harassment.