ESP Global Services is seeking an experienced and forward-thinking Head of Global Service Desks to lead and evolve our worldwide service desk capability from our Reading headquarters.
Reporting directly to the Chief Operating Officer, this is a leading position responsible for driving operational excellence, customer experience, service innovation and technology transformation across our global support organisation.
You will lead a globally distributed operation delivering 24/7 support to customers in more than 100 countries through our five Service Desk centres located in:
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India
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Trinidad
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Romania
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United Kingdom
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Ireland
Supporting enterprise customers around the clock, our Service Desks combine dedicated and leveraged teams to deliver exceptional IT support and consistently high customer satisfaction.
The Opportunity
This role combines operational leadership with strategic transformation.
Alongside leading an established global operation, you will identify and implement technologies that enhance customer experience, improve analyst productivity and increase operational efficiency. Whether introducing new contact centre capabilities, modernising service management platforms or optimising automation, you will play a key role in shaping the future of our Service Desk.
- Define and communicate the vision for ESP's global Service Desk capability.
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Lead, coach and develop Service Desk managers and operational leaders.
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Contribute to company strategy as a member of the Senior Leadership Forum.
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Foster a culture of accountability, customer focus and continuous improvement.
- Lead the day-to-day delivery of a global 24/7 Service Desk operation.
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Ensure consistent achievement of SLA, KPI and customer satisfaction targets.
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Drive service quality, governance and operational performance across all regions.
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Ensure compliance with ITIL, ISO and Information Security standards.
- Lead the evolution of Service Desk technology and customer engagement platforms.
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Identify opportunities to improve customer journeys, analyst experience and operational efficiency through technology.
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Deliver or support implementation of Contact Centre as a Service (CCaaS), ITSM and automation solutions such as Genesys Cloud or equivalent enterprise platforms.
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Work closely with Technology, Architecture and Operational teams to implement scalable service improvements.
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Champion innovation through AI, self-service, workflow automation and reporting capabilities.
- Build trusted relationships with enterprise customers and senior stakeholders.
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Lead service reviews and customer engagement activities.
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Partner with Sales and Marketing to showcase Service Desk capabilities.
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Represent the organisation during customer presentations, bids and service transition activities.
- Support solution design and operational planning for new opportunities.
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Contribute operational expertise during bids and customer proposals.
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Balance service quality with commercial performance and operational efficiency.
- Manage Service Desk operational budgets including staffing, licensing and platform costs.
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Monitor performance trends and identify opportunities for continual improvement.
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Present operational performance and strategic initiatives to Executive Leadership.
We recognise that exceptional leaders come from a variety of backgrounds. If you have a strong blend of Service Desk leadership and technology transformation experience, we'd love to hear from you.
- Significant experience leading enterprise IT Service Desk or Service Operations teams.
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Demonstrable experience managing multi-site or geographically distributed support functions.
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Experience delivering service improvement and operational transformation initiatives.
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Proven experience implementing, evolving or optimising Contact Centre or Service Management technologies such as Genesys Cloud, NICE CXone, Five9, Amazon Connect or equivalent platforms.
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Strong understanding of IT Service Management and ITIL best practice.
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Experience with enterprise ITSM platforms such as ServiceNow or equivalent.
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Excellent stakeholder management and customer engagement skills.
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Commercial awareness with experience supporting business growth.
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Strong leadership, communication and coaching capability.
- ITIL Foundation or higher certification.
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Experience introducing AI, automation or digital self-service capabilities.
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Experience within a Managed Services or Global Service Provider environment.
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Experience supporting globally distributed 24/7 operations.
- Lead one of the industry's truly global Service Desk operations.
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Influence business strategy alongside Executive Leadership.
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Shape the future of customer support through technology and innovation.
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Drive meaningful transformation across people, process and platforms.
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Join a growing organisation with ambitious plans for global expansion.
ESP Global Services is a leading provider of IT and business support solutions, delivering exceptional services to customers across more than 100 countries.
With strategically located Service Desk centres in India, Trinidad, Romania, the United Kingdom and Ireland, we provide seamless 24/7 support through dedicated and leveraged delivery models.
Our Service Desks combine industry-leading technology, ITIL best practices and highly skilled professionals to deliver exceptional customer experiences, rapid issue resolution and continual service improvement.
At ESP, we believe great service is driven by great people supported by outstanding technology. As our Head of Global Service Desks, you will have the opportunity to shape both.
