Senior Manager of IT Service Desk & Field Services

Job description

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Role: Senior Manager, Global Service Desk & Field Services Location: Krakow – 3 days/week onsite Based in our new IT hub at Unity Tower in Krakow, this is an exciting opportunity to join Galderma’s growing IT presence in Poland as a Senior Manager, Global Service Desk & Field Services . We are looking for a dynamic, collaborative, self-motivated and experienced Senior Manager professional. In this role, you will lead the teams responsible for delivering day-to-day IT support to employees across the business. From service desk operations to onsite field support, you’ll ensure that our colleagues receive reliable, high-quality assistance wherever they are working. You will play a key role in shaping how IT support is delivered globally — driving consistent service standards, improving processes, and working closely with internal teams and external partners to ensure a seamless support experience. Key Responsibilities Lead and develop the Global Service Desk and Field Services teams, ensuring they deliver high-quality, responsive IT support to employees across all regions. Oversee the day-to-day operations of the global service desk, ensuring incidents and requests are handled efficiently and resolved within agreed service levels. Manage global field services, including onsite IT support and device management for offices and remote employees. Act as the senior escalation point for major incidents or service disruptions, ensuring issues are addressed quickly and effectively. Drive continuous improvement across IT support services by identifying opportunities to enhance processes, increase first-level resolution, and improve the overall employee experience. Implement and maintain IT Service Management processes aligned with ITIL best practices to ensure consistent, reliable service delivery. Monitor and report on service performance, using KPIs and operational metrics to track performance, identify trends, and highlight areas for improvement. Work closely with other IT teams and business stakeholders to ensure end-to-end support and alignment with business needs. Manage relationships with external service providers delivering Service Desk and Field Services, ensuring they meet agreed service levels and contractual commitments. Promote a customer-focused culture across the support teams, encouraging accountability, collaboration, and continuous improvement. Skills and Experiences Proven experience in a senior leadership role managing Global Service Desk and/or Field Services operations. Strong expertise in IT Service Management and ITIL frameworks. Demonstrated ability to lead and develop geographically distributed teams. Exceptional analytical and decision-making abilities, complemented by strong written and verbal communication skills. Strong vendor governance experience for managed services. Fluent English language skills – reading, writing, speaking. ITIL certification strongly preferred (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional). Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or a related field. What we offer in return: You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will receive a competitive compensation package with bonus structure and extended benefit package. You will be able to work in a hybrid work culture. You will participate in feedback loops, during which a personalized career path will be established. You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability. Next Steps: If your profile is a match, we will invite you for a first virtual conversation with the recruiter. The next step is a virtual conversation with the hiring manager and the wider team. The final step is an in-person interview with the local HRBP Our people make a difference At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.