Global IT Support Manager

• Lead & Develop Global Teams - Inspire, grow, and sustain a high-performing, engaged IT support organization with clear accountability and continuous skill development.
• Deliver Outstanding Support - Provide reliable 24/7 coverage, ensure SLA compliance, and maintain high user satisfaction through proactive service delivery and effective incident management.
• Standardize & Evolve Processes - Champion ITSM best practices globally while enabling regional flexibility, embedding change management, and driving consistent workflows.
• Drive Operational Excellence - Leverage data, analytics, and customer feedback to track performance, optimize support, and identify opportunities for AI-driven automation and self-service.
• Innovate with Tools & Technology - Continuously evaluate and implement modern platforms (ServiceNow, chatbots, MDM, AI assistants) to streamline support and enhance the employee experience.
• Engage Stakeholders & Partners - Build strong relationships with business units, technology leaders, and vendors to align support with strategic priorities and deliver value.
• Foster Culture & Compliance - Promote a collaborative, inclusive, and user-centric culture across geographies while ensuring adherence to security, privacy, and compliance standards.

• Proven Global IT Leadership - 8+ years in IT with at least 5 years leading medium-to-large, distributed teams across multiple time zones, delivering 24/7 global IT support, managing major incidents, and driving change with a customer-first mindset.
• Deep ITSM & ITIL Expertise - Strong knowledge of ITIL frameworks, with hands-on experience implementing and optimizing ITSM processes and multi-channel support (chat, phone, email, self-service).
• Service Management Tools & Automation - Advanced usability in ServiceNow (or similar platforms) covering workflows, reporting, and organisation, with a track record of leveraging multiple tools to enhance efficiency and employee experience.
• Analytical & Strategic Mindset - Skilled at interpreting complex data, identifying trends, and driving continuous improvement using KPIs, metrics, and feedback, while managing budgets, vendors, and resources effectively.
• Influential Communicator & Stakeholder Partner - Exceptional ability to engage, present and influence stakeholders at all levels, translate technical concepts clearly, and inspire teams through talent development, cultural leadership, and change management.

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world. Role Description: As a Global IT Support Manager you will lead a global IT Support powerhouse empowering thousands of employees worldwide. We are seeking an exceptional leader to head our global IT support function - someone who combines strategic vision with operational excellence to deliver a truly best-in-class support experience. Leading a team of 70+ talented professionals across 14 countries and two Centers of Excellence, you will be responsible for ensuring our workforce has seamless, 24/7 IT support that drives productivity and keeps our business moving. This is not just about keeping the lights on - it's about shaping the future of IT support. You will set the global strategy for support, build scalable frameworks, and champion innovation through AI, automation, and self-service, transforming how our employees interact with technology every day. Your leadership will enable our teams to work smarter, resolve issues faster, and anticipate needs before they arise. As a senior leader, you'll partner with global IT leadership, service management teams and business stakeholders to align IT support with the organization's strategic goals. You'll bring clarity, energy, and vision to a distributed workforce, fostering a culture of collaboration, accountability, and service excellence. Most importantly, you'll be a driving force in ensuring every employee - from the front line to the executive suite - experiences world-class IT support that empowers them to succeed.