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ABB Inc is seeking a Service Management & Support Lead to oversee IT Service Management processes and end-user support services, particularly using the ServiceNow ITSM platform. The role emphasizes operational excellence, SLA compliance, and improvement in global support operations within the robotics sector.
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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
Match Score: 75
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ABB Inc is seeking a Service Management & Support Lead to oversee IT Service Management processes and end-user support services, particularly using the ServiceNow ITSM platform. The role emphasizes operational excellence, SLA compliance, and improvement in global support operations within the robotics sector.
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Skills & Requirements
Must-have
ServiceNow ITSM platform ownership
Global L1/L2 Service Desk operations
Manage outsourced support providers
ITIL process governance
Service reporting and trend analysis
Nice-to-have
Continuous improvement across support channels
Strengthen first-contact resolution
Collaborate effectively across teams
Key Requirements
5-7 years IT Service Management/Support leadership experience