The Global IT Process Manager, Service Request, is responsible for the end-to-end ownership, governance, and continuous improvement of the global IT Service Request process. This role ensures a consistent, efficient, and user-centric approach to how employees request and receive IT services across all regions. Responsibilities include defining a standardized global operating model, establishing ITIL-aligned process standards, and ensuring a high-quality request experience through well-designed workflows, service catalog offerings, and automation.
Working closely with IT Operations, Service Desk, Infrastructure, Digital Workplace and Security, the Global IT Process Manager ensures that service requests are seamlessly integrated into operational delivery and fulfilled efficiently and compliantly. The role focuses on optimizing request models, approval paths, SLAs, and fulfillment processes to support service stability, security, and scalability, while enabling smooth operational handoffs between teams.
The global IT process manager is accountable for the performance, compliance, and maturity of the service request process globally. This includes defining and tracking KPIs and SLAs, driving continuous improvement initiatives, increasing self-service and automation, and ensuring alignment with security, risk, and audit requirements. The role also governs process adherence, manages process changes, and ensures that regional variations are controlled while maintaining global consistency and cost efficiency.
Key stakeholders include the Vice President of Infrastructure and IT leadership team, global and regional IT operations leaders, Service Desk management, security and compliance teams, business relationship managers, HR and Facilities, and external service providers and technology vendors. The role serves as a central point of accountability and communication for the global service request process, ensuring transparency, alignment, and effective collaboration between IT and the business to deliver reliable, secure, and high-quality request services worldwide.
Global Service Delivery, Performance & Improvement
- Own and govern the end-to-end global service request process, from request intake through approval, fulfillment, and closure, ensuring consistent execution, scalability, and high-quality user experience across all regions.
- Define, standardize, and continuously evolve the global Service Request an operating model, including process design, request models, approval frameworks, SLAs, and controlled regional variations aligned with business, security, and regulatory requirements.
- Drive reliable, secure, and high-performing Service Request delivery by establishing ITIL-aligned standards, monitoring adherence, and partnering with global and regional delivery teams to meet service levels, compliance obligations, and business expectations.
- Ensure operational readiness and performance resilience for service request fulfillment, enabling effective support for business-critical events, peak demand periods, organizational changes, and large-scale onboarding and offboarding activities through optimized processes, tooling, and automation.
- Define, monitor, and govern global KPIs, SLAs, and user satisfaction metrics for the IT ticket and Service Request processes, ensuring clear performance visibility, fulfillment efficiency, and a consistent end-to-end user experience.
- Lead continual service improvement initiatives based on performance data, root cause analysis, and user feedback, with a focus on reducing cycle times, increasing first-time-right fulfillment, and expanding automation and straight-through processing.
- Analyze global trends in ticket and request volumes, types, and outcomes to identify opportunities for standardization, self-service expansion, workflow optimization, and orchestration across integrated IT and business systems.
- Partner with Service Desk and Digital Workplace teams to leverage AI and automation to improve service quality, reduce manual effort and handoffs, and deliver faster, more predictable, and scalable request fulfillment.
Operational Execution
- Ensure consistent process adoption, documentation, and compliance for IT Service Requests across regions, delivery teams, and external service providers, while managing approved local variations through defined governance.
- Assess Service Request process maturity on an ongoing basis and lead improvement initiatives to increase fulfillment efficiency, reduce manual effort, improve automation, and enhance service reliability.
- Coordinate closely with Incident, Problem, Change, Knowledge, and Access Management process owners to ensure effective handoffs, clear communication, and alignment across ITSM processes that impact service request fulfillment.
Customer, Stakeholder and Partner Engagement
- Act as the primary point of accountability and escalation for the global Service Request process, ensuring timely resolution of process issues, fulfillment delays, and cross-team dependencies that impact service quality and user experience.
- Partner with the IT leadership team, regional IT leaders, business stakeholders, and customers to align service request offerings, approval frameworks, and fulfillment standards with evolving business needs, priorities, and user expectations.
- Align and govern global and regional service providers involved in service request fulfillment, ensuring adherence to standardized processes, operating procedures, and request models across the service request lifecycle.
- Define, monitor, and review vendor SLAs, OLAs, and performance metrics, ensuring contractual obligations, security requirements, service quality standards, and fulfillment targets are consistently met.
- Lead regular service reviews and continuous improvement planning with internal and external partners, driving automation, efficiency improvements, cost optimization, and value realization across global service request services.
Technical
- Ensure the ITSM platform and Service Request tooling are configured, optimized, and continuously enhanced, including service catalog design, request workflows, self-service capabilities, and AI-driven automation.
- Own and govern the service Request-related knowledge content, ensuring request guidance, fulfillment instructions, and standard operating procedures are accurate, current, and aligned with approved processes.
- Promote consistent use of standardized workflows, templates, and operating procedures across global teams and service providers, enabling reliable fulfillment, effective handoffs, and scalable service delivery
Why work at Olympus
At Olympus, we are committed to fostering a high-performing culture, a collaborative environment, and empowering everyone to shine. Our shared values—integrity, empathy, long-term view, agility, and unity—form the foundation of our culture and guide our behavior. These values ensure that our people feel they are making a meaningful difference every single day.
What we are looking for:
Education
- Bachelor's degree in computer science, Information Technology, or a related field (Equivalent experience may be considered in lieu of formal education.)
- ITIL 4 Foundation (required or strongly preferred)
- ITIL 4 Managing Professional – Create, Deliver & Support
- Major Incident Management or Operational Resilience certifications (preferred)
Professional Experience
- 5+ years of experience in IT Service Management, with a strong focus on Incident and Major Incident Management.
- Demonstrated experience owning or operating incident and major incident processes in a global environment.
- Experience working within ITIL-based operating models.
- Experience supporting large-scale, complex IT environments (infrastructure, applications, cloud, end-user services).
- Experience coordinating cross-functional teams and external service providers during critical incidents.
Technical Skills
- Strong knowledge of ITIL practices, particularly incident, major incident, problem, and change management.
- Hands-on experience with ITSM tools (e.g., ServiceNow or equivalent) for incident tracking and reporting.
- Understanding of IT infrastructure, IT applications, cloud services operations, and dependencies.
- Demonstrate understanding of AI capabilities to enhance incident management through proactive detection, analysis, and preventive controls.
- Ability to analyze incident trends and produce actionable insights.
Apply Now:
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Want to know more
Confidential discussions are welcome; contact our TA Partner.
Olympus is an Equal Opportunity Employer.
We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a nondiscriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.
