Senior Manager, Global IT Support

GAQ426R342

Our rapidly scaling technology companyset to double in size to 20000 employees worldwideseeks a visionary leader to transform IT support into a strategic advantage. This role will reimagine our support service model embed AI and automation at scale and cultivate high-performing globally-distributed teams focused on outstanding service and user experience. This role reports to the Director of IT Support & Operations.

The impact you will have:

• Redesign and scale Databricks global IT Support function to meet the evolving needs of a fast-growing distributed workforcedelivering seamless automated and data-driven employee experiences.
• Lead coach and inspire regional and global support teams to operate with accountability curiosity and technical excellencecreating a culture that thrives on continuous improvement and proactive problem-solving.
• Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents intelligent routing knowledge mining predictive analytics) that improve efficiency quality and user satisfaction.
• Define measure and optimize key performance indicatorssuch as first-contact resolution customer satisfaction and automation coverageto drive insights and shape the future of IT service delivery.
• Collaborate with Engineering Security HR and other cross-functional partners to ensure a frictionless secure and high-impact support experience for all Databricks employees.
• Own the global IT Support roadmap ensuring scalability reliability and alignment with Databricks business priorities growth trajectory and commitment to operational excellence.

What we look for:

• 10 years of experience in IT Support or Service Management including leadership of global or multi-site teams within high-growth complex environments.
• Proven success driving large-scale service transformations and digital modernization initiatives ideally integrating AI automation and analytics into support operations.
• Strong command of IT service delivery best practices and frameworks (e.g. ITIL) with a focus on measurable improvement and customer experience.
• Proven ability to attract develop and retain top talent building diverse high-performing teams that deliver impact at scale.
• Strategic thinker and operator comfortable balancing long-term vision with tactical execution and thoughtful change management.
• Exceptional communicator and collaborator able to influence senior leaders align cross-functional priorities and champion a customer-obsessed mindset across the organization

Preferred not required:

• Relevant certifications (ITIL PMP AI/automation Six Sigma).
• Experience with enterprise knowledge management systems SaaS/app ecosystem support and cloud-first operation

Required Experience:

Senior Manager