GBS Global Service Manager

The Role

An inclusive, innovative global FMCG business supported by 25,000 employees is looking for a Global Service Manager.

The GBS Global Service Manager (IT) is responsible for overseeing the delivery and continuous improvement of IT services across multiple regions and time zones. This role ensures that IT services meet business needs, comply with global standards, and deliver a consistent user experience. The ideal candidate will have a strong background in IT service management (ITSM), excellent leadership skills, and a strategic mindset to drive service excellence on a global scale.

Principle Accountabilities

• Coordinate the design, review and collection of performance measures across the Global IT Operations to ensure Services meets customer obligations in all markets/functions.
• Lead the delivery of a robust global service desk that aligns with business requirements, maintaining ownership, deep technical expertise, and operational excellence.
• Provide direct line management for Service Managers responsible for Global Service Desk operations and IT Operations execution within the GBS IT scope.
• Ensure all global ITSM team members possess a working knowledge of end-to-end business processes and global ITSM capabilities.
• Own and manage Service Management escalations, consolidate performance metrics from Service Delivery Leads and third parties, and produce the Service Governance Scorecard.
• Drive continuous improvement initiatives across Service Management processes, sponsor the Knowledge Management process, and ensure alignment with performance goals.
• Develop and maintain global ITSM policies and standards, ensure SLA compliance, manage service budgets, and support cost-effective service delivery.
• Support and lead vendor management activities including contract renewals, supplier benchmarking, and service reviews, while ensuring compliance with global security standards and data privacy regulations.

Skills and Experience Required

• Significant experience in IT service management, with experience in a global or regional leadership role.
• Commercial acumen.
• Good communication skills – both written and oral.
• Proven experience managing outsourced service providers and global support teams.
• Proven knowledge or experience of tools, technologies and methods in your area of Global Service Delivery.
• Ability to manage key relationships with internal IT stakeholders.
• Certified Service Management practitioner to at least ITIL Intermediate/Specialist level or equivalent.
• Excellent people management skills with experience of direct management and managing remote teams spread across multiple global locations.

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.