Global Service Desk Manager (ServiceNow)

Location: Montreal, Canada; hybrid work with work from home up to 2 days per week depending on team needs. Flex-Location allows working from any location in the world for up to 30 days per year.

Company

Technology and communications solutions provider supporting airports, airlines, borders, and the global air travel industry.

What you will do

• Own the global Service Desk operating model across locations, shifts, queues, languages, channels, and suppliers.
• Define the Service Desk maturity and transformation roadmap across people, processes, knowledge, tooling, AI, automation, and data.
• Own end-to-end Incident Management and the Service Desk role in P1 and major incidents, including escalation, restoration, communications, and post-incident improvement.
• Establish resilient 24/7 leadership, on-call and delegated authority models, escalation thresholds, and regional and supplier backup coverage.
• Drive customer, service, SLA, reliability, quality, restoration, and experience outcomes through feedback, service reviews, and outcome-based reporting.
• Lead service intelligence, AI adoption, automation, ServiceNow operational adoption, CMDB maturity, service mapping, governance, compliance, risk management, and continuous improvement.

Requirements

• Proven experience leading complex, multi-location, multi-shift Service Desk operations across regions, channels, and suppliers.
• Strong expertise in ITSM and ITIL practices, service operations, governance, SLAs, and continuous service improvement.
• Demonstrated ownership of end-to-end Incident Management, including P1 and major incidents, escalation, restoration, and post-incident improvement.
• Strong experience implementing, transforming, or operationally adopting ServiceNow, including workflows, queues, dashboards, knowledge, service catalog, and self-service.
• Practical knowledge of CMDB maturity, configuration data quality, and service mapping for diagnosis, impact assessment, routing, and service management.
• Experience applying AI and automation to Service Desk operations, including triage, routing, knowledge, self-service, virtual agents, and workflow automation.
• Strong analytical capability using KPIs, operational data, dashboards, and leading indicators to manage performance, capacity, service risks, and improvement.
• Proven ability to improve customer experience, service reliability, restoration performance, quality, and SLA outcomes.
• Demonstrated ability to develop maturity roadmaps, lead large-scale change, prioritize improvement initiatives, and deliver measurable operational benefits.
• Strong capability in governance, decision-making, supplier management, security and compliance controls, risk escalation, and senior stakeholder engagement.

Culture & Benefits

• Inclusive environment operating across 200 countries and 60 languages and cultures.
• Work-from-home flexibility of up to 2 days per week, depending on team needs, plus flexible workdays.
• Up to 30 days per year working from any location in the world.
• Employee Assistance Program for employees and dependents, available 24/7, 365 days per year, plus access to Champion Health.
• Professional development through LinkedIn Learning, Microsoft's Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, Stanford, and other learning platforms.
• Competitive benefits aligned with the local market and employment status.