Manager, Global Helpdesk & ServiceNow ITSM Operations

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Date: Sep 15, 2026

Location: Muntinlupa City, National Capital Region (NCR), PH, 1781

Company: W. R. Grace & Co.

About Grace 

Grace, established in 1854, is a Standard Industries company and a leading global supplier of specialty chemicals and solutions that enable industries to enhance modern life. Our customers use our catalysts, engineered materials, process technologies and fine chemicals to manufacture everyday products – like renewable fuels, pharmaceuticals and food packaging – better, faster and smarter. Our thousands of employees work to harness the power of science for a better world at our global headquarters in Columbia, Maryland and locations worldwide. 


Grace Global Business Services (GBS)

At Grace Global Business Services (GBS) in Manila, Philippines, our teams play a critical role in supporting the organization’s worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.

At GBS, you’ll have the opportunity to make an impact—working alongside global colleagues to help shape the chemical manufacturing industry. You’ll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you’ll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

Job Description

The Manager, Global Helpdesk & ServiceNow ITSM Operations is responsible for leading Grace's IT service desk strategy, operational excellence, ServiceNow ITSM operations, and execution of the organization's Shift-Left support model. The role is accountable for developing a high-performing global support organization that continuously expands first-contact resolution capabilities, improves employee experience, leverages automation and AI-driven support, and drives continual service improvement through ITIL best practices. This position oversees a team of 15 members, including four direct reports: two GHD Supervisors, an ITSM Governance Analyst, and a ServiceNow ITSM Administrator.

Responsibilities (1 of 4)

Helpdesk Operations Leadership

  • Manage daily operations of the Global Helpdesk team, including incident intake, service requests, access requests, triage, assignment, escalation, resolution, and closure within ServiceNow.
  • Monitor workload, ticket queues, aging tickets, backlog, SLA performance, service quality, and user support trends; act as an escalation point for high-impact, aging, or business-critical issues.
  • Ensure consistent application of incident, request, problem, knowledge, change, and escalation management processes using ITIL-based practices.
  • Partner with IT infrastructure, applications, cybersecurity, HR, AP, Procurement, and other business support groups to resolve cross-functional service issues and drive standardization across Grace.

 

Team Management and Development

  • Lead, coach, mentor, and develop approximately 15 employees and/or contractors across helpdesk, governance, and ServiceNow ITSM technical functions.
  • Set clear goals, performance expectations, accountability measures, staff coverage, and resource allocation plans for the team.
  • Conduct regular one-on-ones, team meetings, performance reviews, development planning discussions, and knowledge transfer activities.
  • Identify training needs and develop capabilities in ITIL, ServiceNow, customer service, troubleshooting, reporting, process governance, and continuous improvement.

Responsibilities (2 of 4)

ServiceNow ITSM Process Ownership

  • Oversee the effective use of ServiceNow ITSM modules, including Incident Management, Request Management, Problem Management, Change Management, Knowledge Management, Service Catalog, SLAs, dashboards, and reporting capabilities.
  • Partner with ServiceNow developers, administrators, platform owners, and process stakeholders to prioritize enhancements, resolve platform issues, and ensure workflows align with approved ITSM processes and business requirements.
  • Support the design, testing, communication, deployment, and documentation of ServiceNow enhancements, forms, catalog items, assignment rules, workflow automation, reports, and dashboards.
  • Promote automation, self-service, virtual agent/chatbot capabilities, and knowledge-centered service to reduce manual ticket volume and improve user experience.

 

Governance, Controls, and Compliance

  • Lead governance activities related to ITSM data quality, ticket handling standards, process compliance, audit readiness, and control execution.
  • Manage governance analysts responsible for monitoring process adherence, reporting accuracy, service performance insights, ticket quality, and corrective actions.
  • Establish and maintain governance routines, including operational reviews, SLA reviews, backlog reviews, ticket audits, documentation reviews, and continuous improvement forums.
  • Ensure support processes comply with internal policies, cybersecurity requirements, access controls, audit standards, and regulatory expectations, safeguard company assets and intellectual property.

Responsibilities (3 of 4)

Performance Management and Reporting

  • Define, track, and report key service desk and ITSM metrics, including SLA attainment, first contact resolution, mean time to resolve, backlog, aging ticket volume, reopen rate, CSAT/DSAT, self-service deflection, knowledge usage, and major incident trends.
  • Develop and maintain ServiceNow dashboards and management reporting to support operational visibility, executive communication, and data-driven decisions.
  • Analyze ticket trends to identify root causes, recurring pain points, automation opportunities, training needs, remediation plans, and compensating controls.
  • Measure and deliver value, improve service performance and stability, reduce recurring incident volume, and maintain high levels of customer satisfaction.

 

Stakeholder and Vendor Management

  • Serve as a primary liaison between IT, business stakeholders, vendors, and managed service providers for helpdesk performance, ServiceNow ITSM operations, and support experience.
  • Execute communication plans to ensure the team, peers, and key stakeholders are aligned with priorities, changes, risks, performance outcomes, and improvement initiatives.
  • Recommend best-practice business processes and system solutions that optimize client operations and support enterprise service management expansion where appropriate.

Responsibilities (4 of 4)

Budget and Planning

  • Manage budgets and resource allocation, including preparation and management of annual budgets, expense forecasts, capital planning, and strategic plans for helpdesk and ITSM operations.
  • Support workstream planning, prioritization, staffing models, service coverage requirements, and continuous improvement roadmaps.

 

Service Desk Transformation & Shift Left

  • Lead the evolution of the Global Helpdesk from a traditional L1 support organization into a mature IT service operation capable of resolving increasing levels of L2 support activities.
  • Develop and execute a Shift-Left strategy by partnering with infrastructure, applications, cybersecurity, and business application teams to transition repeatable support activities to the Helpdesk.
  • Identify candidate processes, procedures, and knowledge articles that enable first-contact resolution and reduce escalations.
  • Establish operational readiness standards, training plans, and knowledge transfer requirements before support transitions.
  • Increase first-contact resolution while reducing dependency on higher-tier support groups.
  • Drive knowledge-centered services (KSC) practices and ensure knowledge articles are created and maintained as part of incident resolution.

Required Qualifications

  • Master’s or bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent experience may be considered.
  • 7+ years of experience in IT service management, helpdesk operations, IT operations, or ServiceNow-related support.
  • 5+ years of experience managing or leading IT helpdesk, ITSM, technical support, governance, or ServiceNow teams in a global or enterprise environment.
  • Hands-on experience with ServiceNow ITSM, including incident, request, knowledge, problem, change, service catalog, SLA, and reporting capabilities.
  • Strong practical experience leading ITIL-based service management processes including Incident, Request, Problem, Change, Knowledge, Service Level, and Major Incident Management
  • Experience managing service desk metrics, SLAs, operational dashboards, budget/resource planning, and continuous improvement initiatives.
  • Ability to support US office hours approximately 75% of the time, as business needs require.
  • Demonstrated experience implementing service improvements through ITIL best practices, service metrics, root cause analysis, continual service improvement (CSI), and operational governance
  • Demonstrated experience managing ServiceNow ITSM operations in an enterprise environment, including governance, reporting, workflow optimization, service catalog management, knowledge management, and platform adoption initiatives.
  • Strong ServiceNow ITSM operational experience
  • Experience implementing Shift Left programs
  • Proven people leadership and team-building experience

Preferred Qualifications

  • ITIL Foundation certification or higher.
  • ServiceNow Certified System Administrator, Certified Implementation Specialist, or other relevant ServiceNow certification.
  • Two or more related certifications in ITIL, Lean Six Sigma, project management, quality/productivity, or learning and development.
  • Experience with ServiceNow Performance Analytics, Virtual Agent, Service Portal, Knowledge Management, and Service Catalog optimization.
  • Experience supporting global or multi-site users across different time zones, including shared services or GBS environments.
  • Familiarity with audit, compliance, access management, cybersecurity, IT controls, and remediation tracking.
  • Experience driving adoption of ServiceNow Virtual Agent, AI-assisted support, Agent Workspace, Employee Center, Knowledge Management, and automation solutions
  • Exposure to ServiceNow Agentic Framework

Benefits

  • Guaranteed 14th Month Pay
  • Above-market Retirement Plan Design
  • LinkedIn Learning Access
  • Established Performance Incentive Program
  • HMO coverage for employees on day 1
  • Free HMO coverage for up to 3 qualified dependents
  • Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.