Global Service Management Lead (Associate Director)
- Location
- New York
- Workplace
- Hybrid
- Compensation
- $152k – $230k
About this role
Grant Thornton is seeking a Global Service Management Lead (Associate Director) to join the team. Approved office locations can be found below.
The Global Service Management Lead (Associate Director) is accountable for defining and executing a unified, enterprise-wide IT Service Management (ITSM) strategy that enables consistent, scalable, and high-quality service delivery across a rapidly expanding global organization.
This role serves as the central authority for ITSM governance, driving standardization, operational excellence, and continuous improvement across all regions. As the organization scales internationally, this position is critical to aligning global service delivery with business priorities while maintaining a seamless and customer-centric support experience.
The Global Service Management Lead will oversee the strategy, launch, and ongoing optimization of a follow-the-sun Global Service Desk model spanning India, Poland, and Latin America, ensuring consistency in processes, performance, and outcomes.
This leader will also own the strategic evolution of ServiceNow, with a strong emphasis on Incident and Request Management transformation, automation, and data-driven insights, to improve efficiency, transparency, and user experience.
This role reports directly to the Global Head of Support & ITSM.
Key Responsibilities
Global ITSM Strategy & Governance
- Define and govern a global ITSM framework spanning Incident, Request, Problem, and Knowledge Management aligned to ITIL best practices.
- Establish enterprise-wide standards, controls, and policies to ensure consistency and scalability across regions.
- Own ITSM maturity roadmap, driving standardization, adoption, and measurable improvement.
- Implement and enforce SLAs, OLAs, and KPIs to ensure accountability and service quality.
ServiceNow Platform Leadership
- Lead the strategic evolution of ServiceNow as the system of record for global IT service management.
- Drive transformation of Incident and Request Management through workflow optimization, automation, and AI-driven capabilities.
- Partner with engineering and platform teams to design, test, and scale solutions that improve operational efficiency.
- Enhance reporting, analytics, and dashboards to provide real-time visibility into service performance and trends.
Global Service Desk Leadership
- Provide governance and oversight for a multi-region Global Service Desk operating across India, Poland, and LATAM.
- Define and operationalize a follow-the-sun delivery model, ensuring 24/7 seamless support coverage.
- Establish a standardized operating model for regional delivery pods aligned to global ITSM frameworks.
- Drive improvements in first contact resolution, response times, and customer satisfaction (CSAT).
- Foster strong alignment and collaboration across regional leadership teams.
Operational Excellence & Continuous Improvement
- Champion automation-first and shift-left strategies to reduce volume and improve service efficiency.
- Leverage data and analytics to identify trends, eliminate recurring issues, and drive proactive problem management.
- Deliver executive-level reporting and insights on service performance, risks, and improvement initiatives.
- Drive continuous improvement initiatives to enhance global service consistency and operational efficiency.
Customer Experience & Stakeholder Alignment
- Act as the global voice of the customer, ensuring IT services evolve with business needs.
- Partner with business and IT leaders to align service delivery with organizational priorities.
- Provide strategic recommendations on ITSM processes, tooling, and support models.
- Ensure seamless cross-functional collaboration with Engineering, InfoSec, HR, and Facilities for end-to-end service delivery.
Leadership & Organizational Development
- Lead and develop globally distributed ITSM and Service Desk teams, fostering a culture of accountability and service excellence.
- Provide clear governance, coaching, and performance management aligned to global standards.
- Balance centralized process ownership with regional execution excellence.
- Collaborate with senior IT leadership to ensure cohesive global operations strategy.
Qualifications
- 10+ years of ITSM / IT Operations experience, including 5+ years in global leadership roles.
- Proven experience leading enterprise ITSM transformations, particularly within ServiceNow ecosystems.
- Deep expertise in Incident and Request Management optimization, including automation and reporting.
- Strong understanding of ITIL (v3/v4) and applying it pragmatically in fast-scaling environments.
- Experience leading or governing multi-region / global service desk operations.
- Demonstrated success in driving large-scale process and operational improvements.
- Strong executive communication skills with the ability to translate data into actionable insights.
- Bachelor's or master's degree in a relevant field (or equivalent experience).
- ITIL certification required; advanced certification preferred.
- Exposure to AI-driven service operations and automation is a plus.
The base salary range for this position is between $152,000 and $230,000. Placement within the pay range is at Grant Thornton’s discretion, and it is based on multiple factors, including but not limited to, job-related knowledge/skills, experience, business needs, progression within the role, geographic location, and internal equity. At Grant Thornton, compensation decisions are dependent upon the facts and circumstances of each position and candidate.
At Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better.
In the U.S., Grant Thornton delivers professional services through two specialized entities: Grant Thornton LLP, a licensed, certified public accounting (CPA) firm that provides audit and assurance services ― and Grant Thornton Advisors LLC (not a licensed CPA firm), which exclusively provides non-attest offerings, including tax and advisory services.
In 2025, Grant Thornton formed a multinational, multidisciplinary platform with Grant Thornton Ireland. The platform offers a premier Trans-Atlantic advisory and tax practice, as well as independent American and Irish audit practices. With $2.7 billion in revenues and more than 50 offices spanning the U.S., Ireland and other territories, the platform delivers a singular client experience that includes enhanced solutions and capabilities, backed by powerful technologies and a roster of 12,000 quality-driven professionals enjoying exceptional career-growth opportunities and a distinctive cross-border culture.
Grant Thornton is part of the Grant Thornton International Limited network, which provides access to its member firms in more than 150 global markets.
The team you’re about to join is ready to help you thrive. Here’s how:
• Whether it's your work location, weekly schedule, or flex time off, we empower you with the options to work the way that it best serves your clients and your life. Consistent with the firm's hybrid work model, this position will require in-person attendance at least three days per week, either at a GT office or client site.
• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household.
• We understand that your needs, responsibilities and experiences are different — and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers
• When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we’re taking action for diversity, equity & inclusion at www.gt.com/careers
Here’s what you can expect next:
If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers.
Benefits:
We understand that your needs, responsibilities and experiences are different, and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: https://www.grantthornton.com/careers/rewards-and-benefits
- Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave and are paid for firm holidays that fall within their internship period.
- Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Seasonal employees may also be eligible to participate in the firm’s 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave.
Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation.
Additional Details:
It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact HRHelp@us.gt.com.
For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
For Massachusetts Applicants only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Grant Thornton does not require or administer lie detector tests as a condition of employment or continued employment.
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?