Regional Service Desk Manager

As Regional Service Desk Manager, you will oversee and optimize Service Desk operations across multiple countries. You will ensure the delivery of reliable, high-quality IT support in line with global standards, managing teams and suppliers to meet performance targets. This role reports directly to the Global Head of Service Desk.

• Ensure the regional Service Desk delivers consistent, reliable support that meets or exceeds SLAs and KPIs

• Lead and manage extended Service Desk teams (40+ agents) located in Hungary, India, and China

• Act as the escalation point for major incidents (P1/P2), service quality issues, and operational challenges

• Manage end-to-end onboarding of applications, services, and projects to the Level 1 Service Desk

• Collaborate with internal IT teams and external vendors (e.g., TCS) to maintain alignment and service consistency

• Chair monthly forums and vendor meetings to monitor performance and address improvement areas

• Coordinate the delivery and adoption of Service Desk tools (e.g., ServiceNow, IVR, Self-Service, Chatbot)

• Own and manage financial operations for the region, including supplier invoicing and chargeback processes

• Oversee the preparation and delivery of reporting dashboards using ServiceNow and Power BI

• Identify trends, analyze customer feedback, and drive corrective actions to improve user satisfaction

• Ensure compliance with global processes in Incident, Request, and Knowledge Management

• Implement continuous improvement initiatives and ensure regular quality audits of Service Desk operations

• 5+ years of experience in IT Service Management or Operations within a multinational organization

• Strong leadership skills with experience managing remote and cross-functional teams

• Proven track record in vendor management, financial oversight, and SLA enforcement

• Hands-on knowledge of ServiceNow, ITIL processes, Windows 10, and Microsoft 365

• ITIL certification required; Prince2 or PMI certification preferred

• Excellent communication, problem-solving, and decision-making skills

• Fluent in English; other languages are a plus

It’s an exciting time to be part of our team. At the Adecco Group, our purpose – making the future work for everyone – inspires and connects us all. Through our three global business units (GBU) – Adecco, Akkodis and LHH - we deliver expertise in talent and technology, enabling organizations to succeed and people to thrive.

We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. We embody our core values: Courage, Collaboration, Customer at the Heart,  Inclusion, and Passion in everything we do.

Growth and Development

You will have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways, achieving total balance between their jobs and their lives. We offer world-class resources for upskilling and development, satisfying your curiosity while sharing skills, knowledge, and expertise to grow together. Here, you can be yourself, and we aim to build on the attributes that make you, you.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

Inclusion

We believe in talent, not labels. We focus on the diverse and unique skills our people bring. Our culture of belonging and purpose ensures everyone can thrive and feel engaged. We are proud to be an Equal Opportunity Employer, committed to equity, equal opportunity, inclusion, and diversity.

Interview Process

Our interview process includes an initial phone screening, followed by a virtual round of interviews with Hiring Manager, HR team and senior leaders. This process helps us understand your fit within our team and allows you to ask questions about the role and our company. If you are a visionary leader with a passion for learning and development, we invite you to join us in making the future work for everyone.

Accommodations

We are committed to providing an inclusive and accessible recruitment process for all candidates. If you require any additional accommodations or support due to a disability or other special circumstances, please let us know by contacting us. We will work with you to ensure your needs are met throughout the hiring process.

Posting date: 27-07-2025