GIS Program Manager, Global Service Desk Governance & Digital Experience Lead

Increased self-service adoption and automation ROI Define Global Strategy & Governance Establish service desk vision aligned with ITIL best practices and organizational objectives, ensuring SLA compliance and MSP adherence. Define and monitor Experience Level Agreements (XLAs), driving measurable improvements in user sentiment and productivity. Drive Continuous Service Improvement (CSI) Deliver initiatives based on analytics and feedback, with clear completion metrics and impact on service quality. Lead Automation & Self-Service Adoption Define roadmap and collaborate with engineering teams to achieve ticket deflection targets and automation ROI. Governance & Vendor Management Conduct MSP compliance reviews and governance meetings, ensuring contractual adherence and risk mitigation. Major Incident Governance Act as escalation point for major incidents, coordinating stakeholders to achieve reduced Mean Time to Resolution (MTTR). 8+ years in IT Service Management with global governance experience Strong ITIL knowledge (Service Strategy, Design, CSI) Proven experience in vendor/MSP governance and compliance Familiarity with ITSM platforms (e.g., ServiceNow) Excellent stakeholder management and communication skills Experience with XLAs and employee experience frameworks Knowledge of automation and AI-driven service desk technologies Advanced data analytics and reporting skills Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred) ITIL v3 Certification (mandatory) ITIL v4 Certification (mandatory) Additional certifications in Service Management or Governance (e.g., COBIT, ISO 20000) desirable