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.
The 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.
This role acts as the primary control point for outsourced service providers and ensures that IT support services are delivered efficiently, consistently, and in alignment with global standards.
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
Vendor and SLA management
ITIL process governance
Continuous improvement across support channels
Nice-to-have
Empowered to lead and grow
Impact creation
Pioneering team shaping the future
Key Requirements
5–7 years of IT Service Management or IT Support leadership experience
Strong hands‑on expertise with ServiceNow ITSM
Deep understanding of ITIL practices
Experience managing outsourced service providers
Background working in global, enterprise‑scale environments