Purpose
As the Global IT Service Management Lead, you would play a key role in shaping and transforming BVI’s global IT delivery and support organization. Reporting directly to the VP, Global IT (CIO), you would lead the evolution of our IT Service Management function, helping create a proactive, scalable, and associate-focused support model across our international sites. In this highly visible player-coach role, you would combine strategic leadership with hands‑on execution — improving ITIL processes, enhancing the global Service Desk, optimizing ITSM tools, owning End User Compute and leveraging AI-driven automation to improve the employee experience and operational efficiency within a regulated MedTech environment.
Key Responsibilities
* Build and lead a unified Global Service Desk supporting international teams and manufacturing sites
* Partner with internal IT teams and external Managed Service Providers (MSPs) to ensure consistent, high-quality support delivery
* Oversee global End User Compute (EUC) support, including hardware lifecycle management, provisioning, asset management, break‑fix and desk‑side support operations, partnering with Engineering to operationalize new workplace technologies.
* Design and improve ITIL‑based processes, particularly Incident, Request, and Change Management
* Own and optimize the ITSM platform (e.g. ServiceNow or Jira Service Management), including workflows, approvals, automation, and self‑service capabilities
* Drive AI‑powered service improvements such as intelligent ticket routing, virtual agents/chatbots, predictive analytics, and auto‑remediation workflows
* Lead Change Advisory Board (CAB) activities and ensure changes are implemented in a compliant and business-friendly way
* Create and maintain IT knowledge management standards, training materials, and self‑service documentation
* Partner closely with Quality and IT Security teams to ensure all ITSM processes remain compliant with regulatory requirements including ISO 13485, FDA 21 CFR Part 11, and GDPR
* Support a culture of continuous improvement, operational excellence, and customer-focused service delivery
Qualifications
* 6+ years of experience in IT Operations, ITSM, or Service Desk leadership within a global environment
* Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field is preferred
* Strong experience building and improving scalable IT support models and ITIL-aligned processes
* Hands‑on experience with ITSM platforms such as ServiceNow or Jira Service Management
* Experience implementing automation and AI-driven service capabilities within IT operations
* Proven experience managing global End User Compute support, hardware provisioning logistics, and hardware lifecycle management.
* Proven ability to work with third‑party vendors and global support teams across multiple regions
* Excellent stakeholder management and communication skills, with the ability to collaborate directly with senior leadership
* Experience in a regulated industry such as MedTech, Healthcare, or Pharma is strongly preferred
* ITIL certification required; additional ServiceNow or automation-related certifications are a plus
* Ability and willingness to travel and visit BVI sites globally as required by business needs
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