IT Service Desk Sr Manager

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can service ethos. The primary role of the IT Service Desk Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk). Responsible for overall end to end ticket lifecycle definition, tracking, monitoring and reporting. Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider) Support and improvement L0 daily functions: Resolution and closure of tickets that qualify for L0 resolution Assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed Manage and coordinate urgent and complicated support issues. Ensure correct setup/configuration/integration of ServiceNow. Participate on ServiceNow releases and upgrades, including testing and change governance of the platform configuration Manage and define proper ServiceNow templates for easier reporting of issues and/or service request Responsible for overall end to end ticket lifecycle definition, tracking and monitoring Translate lessons learnt into continual service improvement Oversee the full range of customer service functions, including reviewing customer service satisfaction Provide data and reporting of KPI’s and trends to IT department and others daily/weekly/monthly, and as needed. Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff. Develop Service and Operational Level Agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Develop an effective and workable framework for managing and improving customer IT support in the organization. Own the Virtual Agent and evaluate and deploy AI capabilities (e.g. ServiceNow Now Assist) to improve self-service and deflection General: Must be able to interact at Director, Senior Director and VP levels. IT Service Desk Manager has:   Ability to connect the dots through a Stakeholder’s eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome. Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers. Succinct executive-level verbal and written business communication in non-IT lingo. Sound knowledge of ITIL and Service Management principles Solid & extensive vendor management skills Strong management skills Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services Knowledge and experience in service desk tools such as Service Desk, Jira, ServiceNow, etc. At least 10 years of multi-disciplined IT experience including: Proven experience in IT Service Delivery Management  Experience in large, sophisticated IT organizations with high volume/high transaction environments. Regional/Global management experience and teaming experience including line management. Advanced user level experience with MS Office (Excel, PowerPoint, PowerApps, Power Automate, etc) ~ Experience in implementation of best practices frameworks such as ITIL, ISO20k for the delivery of IT services Experience of administration / ownership of service desk tools and technology, preferably ServiceNow Experience in hospitality and SAP projects is a plus. Experience with ServiceNow integrations and AI features (Virtual Agent, Now Assist) Experience creating interactive dashboards and management reporting in Microsoft Power BI.  Automation and AI savvy, with practical experience using tools such as Microsoft Copilot, Claude, and ChatGPT to improve service operations and productivity.  Working knowledge of Python scripting for data analysis, task automation, reporting, or service management use cases.  Experience building low-code solutions and workflows using Microsoft Power Apps and Power Automate.  Shaping direction: strategic oriented individual, capable of envisioning, developing, aligning and communicating the processes and tools to execute successful projects and initiatives Performance: High-performance individual, who takes responsibilities & deliver towards them, by coordinating effort and aligning resources to achieve objectives. Clear communication view, able to adapt it to the audience (technical, manager, executive), internal or external), in a variety of format presentation settings: one to one, small and large groups, with peers