Senior Manager of IT Service Desk & Field Services

Galderma is a dermatology company present in approximately 90 countries, delivering a portfolio of premium brands and services in Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. Founded in 1981, the company focuses on skin health and partners with healthcare professionals to meet consumer and patient needs.

• Proven experience in a senior leadership role managing Global Service Desk and/or Field Services operations.
• Strong expertise in IT Service Management and ITIL frameworks.
• Demonstrated ability to lead and develop geographically distributed teams.
• Exceptional analytical and decision-making abilities.
• Strong written and verbal communication skills.
• Strong vendor governance experience for managed services.
• Fluent English language skills (reading, writing, speaking).
• ITIL certification strongly preferred (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional).
• Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or related field.

• Lead and develop the Global Service Desk and Field Services teams, ensuring high-quality, responsive IT support across all regions.
• Oversee day-to-day operations of the global service desk, ensuring efficient handling and resolution of incidents and requests within agreed service levels.
• Manage global field services, including onsite IT support and device management for offices and remote employees.
• Act as senior escalation point for major incidents or service disruptions, ensuring quick and effective issue resolution.
• Drive continuous improvement in IT support services by enhancing processes, increasing first-level resolution, and improving employee experience.
• Implement and maintain IT Service Management processes aligned with ITIL best practices for consistent service delivery.
• Monitor and report on service performance using KPIs and operational metrics to identify trends and improvement areas.
• Collaborate with other IT teams and business stakeholders to ensure end-to-end support and alignment with business needs.
• Manage relationships with external service providers delivering Service Desk and Field Services, ensuring compliance with service levels and contracts.
• Promote a customer-focused culture across support teams, encouraging accountability, collaboration, and continuous improvement.