Global Service Desk Head – IT Full Time NEW

We’re Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We’re crucial to the company’s strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.

Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.

Imagine the sheer breadth of talent it takes to unleash a digital future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job Description

The team

Senior Director of the Service Desk, responsible for providing strategic leadership and direction to the team responsible for delivering exceptional technical support to the employees. Capable to drive the evolution of our service desk operations, ensuring that our services are delivered with the highest level of quality and cost-effectiveness, and that our customers receive the best possible service and support.

The role

• Responsible for the vision, operation, and continuous evolution of IT support across an entire global enterprise. This position typically oversees 24/7 service delivery, managing multiple regional teams and ensuring that technical Service Desk support aligns with broad business objectives.
• Champion the adoption of modern technologies, such as AI-powered chatbots, self-service portals, and automated ticket routing, to improve efficiency and the user experience. Working to automate where possible.
• Oversee end-to-end 24×7 service delivery, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) like CSAT are consistently met or exceeded.
• Lead, mentor, and build high-performing teams of managers and analysts across geographically distributed locations, fostering a culture of accountability and professional growth.
• Establish and refine ITIL-based standards and procedures for incident, problem, change, and knowledge management to ensure consistent service quality worldwide.
• Act as a primary liaison with executive leadership and other departments (Infrastructure, Security, Applications) to communicate service performance and address systemic issues.
• Ensure adherence to SLAs, monitoring and analysing trends and introducing improvements or adjustments required to ensure consistent delivery.
• Manage resources to ensure availability and stability of client infrastructure.
• Manage risks (technical and non-technical) for area of responsibility. Ensure to maintain high level of customer satisfaction (ACSAT).
• Ensure absorption of freshers as per the defined account targets, and rotations occur as per defined targets.
• To take a proactive role in reviewing processes, tools and technology to ensure optimum delivery capability.
• To be pro-active in seeking out solutions to issues being experienced by team manager
• Managing customer escalations, ensuring SLA’s and KPI’s are relevant and achieved. Maintain relationships with designated stakeholders and our customers.
• To adopt a quality focussed approach. Identifying trends and assisting with problem resolution
• Work with new Service introductions that have impact on the desk
• Implementing new and continually evolving ITSM tooling.

What You’ll Bring

• 15+ years’ experience in Global Service desk management
• Expert-level knowledge of ITIL frameworks (v4 certification strongly preferred).
• Deep understanding of ITSM tools (e.g. Atlassian, ServiceNow) and collaboration tools  like Microsoft 365, Google Workspace.
• Proven ability to navigate complex organizational dynamics, manage large-scale transformations, and make data-driven decisions under pressure
• Experience managing large cross-cultural team deployed across the globe.
• Experience/deterministic skills to complete sizing requirements for operations/project related activities.
• Customer Experience mindset. Team building/coaching/mentoring.
• Strong resource management skills, including staff appraisal and performance management
• Demonstrable and effective delegation of tasks whilst conforming to service level/quality agreements. Able to communicate with employees of all levels including senior management.

About Us

We’re a global, 1000-strong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We’re curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you’re not just another employee; you’re part of a tradition of excellence and a community working towards creating a digital future.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.