Yara International

Global Service Desk Manager

Yara International

full-time

Posted on:

Location Type: Hybrid

Location: Bengaluru • 🇮🇳 India

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Job Level

SeniorLead

About the role

  • Provide strategic ownership of Global Service Desk and Knowledge Management processes, ensuring a consistent, high-quality end-user experience across all channels.
  • The role drives adoption of AI, automation, and self-service capabilities to optimize issue resolution, reduce business disruption, and enhance operational efficiency.
  • Own the global end-to-end user experience, ensuring consistent, high-quality support across all channels, mobile platforms, and AI chatbot.
  • Drive knowledge base excellence, maintaining accurate, up-to-date content that empowers self-service.
  • Lead AI-driven service desk initiatives, including chatbots and proactive automation, for faster, smarter global support.
  • Identify gaps and drive continuous improvement, leveraging AI, analytics, and process enhancements for global impact.

Requirements

  • Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.
  • ITIL certification (v4 preferred) is mandatory
  • 10+ years of experience in Global Service desk, Knowledge Management or related IT Operations role.
  • Proven experience leading Global teams and vendor management.
  • Strong understanding of ITIL processes with a focus on automation and continual service improvement.
  • Demonstrated experience building collaborative teams across geographies.
  • Experience in Agile working methods and IT project delivery.
  • Fluent in English.
  • Willingness to travel occasionally across regions.
Benefits
  • Innovative Work Environment
  • Career Growth Opportunities
  • Work-Life Balance
  • Impactful Work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AIautomationself-service capabilitiesknowledge managementITILAgileanalyticsprocess enhancementsissue resolutionIT project delivery
Soft skills
strategic ownershipcollaborative team buildingleadershipvendor managementcommunicationcontinuous improvementproblem-solvingadaptabilityglobal team leadershipcustomer experience focus
Certifications
ITIL certificationBachelor’s degree in Information TechnologyMaster’s degree in Computer Science