The Service Management & Support Lead is responsible for the ownership, governance, and operational excellence of IT Service Management processes and end‑user support services within ABB Robotics
Job Summary
The Service Management & Support Lead is responsible for the ownership, governance, and operational excellence of IT Service Management processes and end‑user support services within ABB Robotics.
This role combines full accountability for the ServiceNow ITSM platform with leadership of global support operations, ensuring high service quality, SLA compliance, and continuous improvement across all user support channels.
By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
Matching Summary
The Service Management & Support Lead is responsible for the ownership, governance, and operational excellence of IT Service Management processes and end‑user support services within ABB Robotics.
Skills & Requirements
Must-have
ServiceNow ITSM platform ownership
Global L1/L2 Service Desk operations
ITIL processes (Incident, Problem, Change)
Vendor and SLA management
Service reporting and trend analysis
User Access Management coordination
Nice-to-have
Continuous improvement mindset
Collaboration across diverse teams
Innovation-driven environment
Adaptability to change
Key Requirements
5–7 years IT Service Management leadership experience