Lead and manage the operations of Amgen’s Global Service Desk (Level 0 – Level 2), including performance oversight of external Managed Service Providers (MSPs) and collaboration with regional delivery leads
Job Summary
Lead and manage the operations of Amgen’s Global Service Desk (Level 0 – Level 2), including performance oversight of external Managed Service Providers (MSPs) and collaboration with regional delivery leads.
Own and drive delivery of key initiatives such as "shift-left", self-service enablement, automation of support via ServiceNow, and AI virtual agents.
Continuously enhance documentation, process controls, and knowledge base assets to support consistency and maintainability of the service desk operation.
Matching Summary
Lead and manage the operations of Amgen’s Global Service Desk (Level 0 – Level 2), including performance oversight of external Managed Service Providers (MSPs) and collaboration with regional delivery leads.
Skills & Requirements
Must-have
Manage Global Service Desk operations
Oversee external Managed Service Providers
Drive 'shift-left' and self-service initiatives
Enhance ServiceNow platform capabilities
Analyze service desk metrics and KPIs
Promote strong stakeholder relationships
Nice-to-have
Collaborative and innovative culture
Passion for challenges
Commitment to serving patients
Key Requirements
Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years
Vendor Management Expertise
Service Delivery & ITIL Framework
Self-Service & Automation Enablement
ServiceNow Proficiency
ITIL v3/4 Foundation Certification (preferred)
SAFe Product Owner/Product Manager (preferred)
ServiceNow Fundamentals (nice to have)
Project or Portfolio Management Certifications (nice to have)