The Role

Grade: 6

Location: Krakow

The GBS Global Service Manager (IT) is responsible for overseeing the delivery and continuous improvement of IT services across multiple regions and time zones. This role ensures that IT services meet business needs, comply with global standards, and deliver a consistent user experience. The ideal candidate will have a strong background in IT service management (ITSM), excellent leadership skills, and a strategic mindset to drive service excellence on a global scale.

Principle Accountabilities

• Coordinate the design, review and collection of performance measures across the Global IT Operations to ensure Services meets customer obligations in all markets/functions.
• Lead the delivery of a robust global service desk that aligns with business requirements, maintaining ownership, deep technical expertise, and operational excellence.
• Provide direct line management for Service Managers responsible for Global Service Desk operations and IT Operations execution within the GBS IT scope.
• Ensure all global ITSM team members possess a working knowledge of end-to-end business processes and global ITSM capabilities.
• Own and manage Service Management escalations, consolidate performance metrics from Service Delivery Leads and third parties, and produce the Service Governance Scorecard.
• Drive continuous improvement initiatives across Service Management processes, sponsor the Knowledge Management process, and ensure alignment with performance goals.
• Develop and maintain global ITSM policies and standards, ensure SLA compliance, manage service budgets, and support cost-effective service delivery.
• Support and lead vendor management activities including contract renewals, supplier benchmarking, and service reviews, while ensuring compliance with global security standards and data privacy regulations.

Skills and Experience Required

• Significant experience in IT service management, with experience in a global or regional leadership role.
• Commercial acumen.
• Good communication skills – both written and oral.
• Proven experience managing outsourced service providers and global support teams.
• Proven knowledge or experience of tools, technologies and methods in your area of Global Service Delivery.
• Ability to manage key relationships with internal IT stakeholders.
• Certified Service Management practitioner to at least ITIL Intermediate/Specialist level or equivalent.
• Excellent people management skills with experience of direct management and managing remote teams spread across multiple global locations.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

Next steps

Interested applicants are encouraged to apply, highlighting their suitability to the post. Prior to applying, please ensure you have notified your current manager of your intentions to apply.    

For further information, please contact your Talent Acquisition Partner tatiana.pitas@impbrands.com