Overview At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM The Global Service Desk Manager is accountable for the design, performance, governance and continuous improvement of the globally integrated Service Desk. The role owns incident performance, customer outcomes, management coverage, workforce transformation and value realization from ServiceNow, CMDB, AI, automation and service intelligence.

The future-state Global Service Desk operates as a consistent single front door across regions, shifts and channels. The role applies global standards through ServiceNow, trusted service and configuration data, common escalation paths, modern support capabilities and measurable customer outcomes.

WHAT YOU WILL DO Global Strategy and Operating Model

Own the global Service Desk operating model across locations, shifts, queues, languages, channels and suppliers.

Define the Service Desk maturity and transformation roadmap across people, process, knowledge, tooling, AI, automation and data.

Establish clear governance and accountability, including decision rights, service boundaries, escalation paths and governance routines.

End-to-End Incident and Major Incident Accountability

Own end-to-end Incident Management performance, from initial contact through service restoration, closure and lessons learned.

Define and govern the Service Desk role in P1/Major Incidents, including escalation triggers, command interfaces, communications and record integrity.

Ensure resilient 24/7 leadership and clear ownership through effective on-call/delegated authority, escalation thresholds and backup coverage across regions and suppliers.

Customer Outcomes and Performance

Own customer and service performance outcomes, including restoration, customer effort, reliability, SLA, quality, confidence and experience.

Use customer feedback, service reviews and outcome-based reporting to identify and prioritize structural service improvements.

Data, Service Intelligence and Predictive Management

Establish trusted service intelligence, with consistent metrics, reporting cadence, ownership and data-quality controls.

Use integrated operational data and leading indicators to proactively manage demand, capacity, service degradation, repeat failures and SLA risk.

AI Adoption and Automation Value Realization

Define and govern the Service Desk AI strategy, including approved use cases, human oversight, risk controls, adoption and measurable benefits.

Drive automation and digital self-service across workflows, routing, triage, knowledge, summarization, virtual agents and proactive communications, measuring productivity, quality and customer outcomes.

ServiceNow Greenfield and CMDB Maturity

Lead ServiceNow Greenfield operational adoption and value realization, covering process alignment, readiness, training, cutover, workflows, dashboards, knowledge, catalog and self-service.

Drive CMDB maturity and service mapping, ensuring configuration data supports diagnosis, routing, impact analysis, reporting, automation and predictive management.

Risk, Governance and Improvement

Own continuous improvement, compliance and operational risk management, maintaining a prioritized improvement backlog while addressing security, audit, data protection, supplier, capacity and transformation risks.

Qualifications WHO YOU ARE

Global Service Desk Leadership

– Proven experience leading complex, multi-location, multi-shift Service Desk operations across regions, channels and suppliers.

IT Service Management (ITSM)

– Solid expertise in ITSM/ITIL practices, service operations, governance, SLAs and continuous service improvement.

Incident & Major Incident Management

– Demonstrated ownership of end-to-end Incident Management, including P1/Major Incidents, escalation, restoration and post-incident improvement.

ServiceNow Transformation

– Strong experience implementing, transforming or operationally adopting ServiceNow, including workflows, queues, dashboards, kno

📌 Gestionnaire mondial du centre de services/Manager Service Desk (Winnipeg)
🏢 SITA Group
📍 Winnipeg