Global Service Desk Manager - Lindab

<p><span><em>Are you ready to make a significant impact by establishing a world-class Global Service Desk? As part of an ongoing digital transformation at Lindab Group, we are seeking a hands-on and tactical Global Service Desk Manager to establish, lead, and continuously improve a global support function across countries.</em></span></p><p><span>This is a unique opportunity to shape the entire operating model, from team structure and processes to tooling and culture, while collaborating with key stakeholders in a complex international environment. You will also continuously work with operational excellence, optimization, and scaling.</span></p><div><p><span>The ideal candidate is both a tactical and hands-on leader with deep experience in IT Service Management, global IT support operations, ITIL processes, and change leadership. You will lead a matrix team with direct and indirect reporting lines.</span></p><p><span>Do you love interacting with other people? Do you thrive in complex stakeholder environments, know how to drive change management across geographies, and are energized by building a high-performing team and establishing new ways of working? Then you might be the one we are looking for and want to hear from you.</span></p><h4><span><strong>Key responsibilities</strong></span></h4><p><span><strong>Build & establish a Global Servicedesk</strong></span></p></div><div><ul><li><p><span>Develop the overall vision, operating model, and organizational structure for a globally dispersed service desk function.</span></p></li></ul></div><div><ul><li><p><span>Lead the design and rollout of standardized processes aligned with ITIL best practices.</span></p></li></ul></div><div><ul><li><p><span>Continue implementing our ITSM platform in HaloITSM, including self-service and frontloading.</span></p></li></ul></div><div><ul><li><p><span>Build a global team with clear roles, KPIs, and communication models.</span></p></li></ul></div><div><ul><li><p><span>Define KPIs, performance dashboards, and service reporting mechanisms.</span></p></li></ul><p><span><strong>Lead operations & continuous improvement</strong></span></p></div><div><ul><li><p><span>Oversee daily global operations, ensuring timely, accurate, and customer-focused incident and request handling.</span></p></li></ul></div><div><ul><li><p><span>Drive optimization through automation, AI, self-service, and knowledge management.</span></p></li></ul></div><div><ul><li><p><span>Ensure high service quality through root cause analysis, problem management, and continuous feedback loops.</span></p></li></ul></div><div><ul><li><p><span>Partner with infrastructure, security, application, and business stakeholders to deliver seamless end-to-end support.</span></p></li></ul></div><div><div><ul><li><p><span>Measure, monitor, and improve global IT service performance using data-driven insights.</span></p></li></ul><p><span><strong>Strategic leadership & governance</strong></span></p></div><div><ul><li><p><span>Define long-term goals and a tactical plan for the Global Service Desk.</span></p></li></ul></div><div><ul><li><p><span>Develop governance frameworks ensuring compliance, security standards, and audit readiness.</span></p></li></ul></div><div><ul><li><p><span>Manage vendors and drive innovation within the service desk function.</span></p></li></ul></div><div><ul><li><p><span>Improve end-user satisfaction through proactive engagement, communication, and service transparency.</span></p></li></ul><p><span><strong>Team leadership & culture</strong></span></p></div><div><ul><li><p><span>Build and mentor a high-performing, customer-centric global team.</span></p></li></ul></div><div><ul><li><p><span>Establish consistent training, onboarding, and career development pathways.</span></p></li></ul></div><div><ul><li><p><span>Foster a culture of accountability, collaboration, and continuous improvement.</span></p></li></ul><h4><span><strong>What we are looking for</strong></span></h4></div><div><ul><li><p><span>Proven experience in leading a global Service Desk or global IT support operations, preferably in a build-phase or in a transformation context.</span></p></li></ul></div><div><ul><li><p><span>Deep knowledge and hands-on experience of ITSM and ITIL processes. Experience from Halo ITSM is a plus.</span></p></li></ul></div><div><ul><li><p><span>Demonstrated ability to lead geographically dispersed teams across multiple countries with dir