Head of Global Desk Innovations

State considered: NJ Hybrid

Role Description

Lead the transformation of Zoetis Service Desk into a predictive AI-driven global support platform. Champion automation digital empathy and continuous learning to deliver seamless modern user experiences. Drive the LIFT programs innovation agenda integrating ServiceNow virtual agents and analytics for measurable service improvements.

Leadership Expectations

• Model servant leadership and empower teams at the edge.

• Operate with time integrity removing delays and friction.

• Promote digital-first support: chatbots real-time insights automation.

• Manage vendors with transparency and shared innovation roadmaps.

• Embed AI/ML toidentifytrends user behaviors and bottlenecks.

• Foster continuous improvement and digital empathy.

POSITIONRESPONSIBILITIES

Strategic and operational leadership of global Service Desk teams and executive support.

Transition to predictive support using automation AIOps and virtual agents.

Champion customer-centric digital-first support with human digital handoffs.

Align and share knowledge across Cloud Collaboration Security and Workspace teams.

Oversee knowledge-centered support and shift-left enablement.

Partner with MSPs and ZICC for 24/7 support SLA adherence and engineering excellence.

Lead disaster recovery and business continuity for IT support.

OptimizeServiceNow platform endpoint management and digital experience monitoring.

Deploy AI/ML for predictive analytics ticket routing and operational insights.

Drive measurable improvements in ticket deflection and user satisfaction.

EDUCATION AND EXPERIENCE

10 years in IT service management/support leadership.

Experiencein support transformation AI ticket deflection and personalization.

Strongbackground in ServiceNow analytics and dashboards.

Vendormanagement with global/offshore partners.

Familiaritywith identity access and endpoint security.

Highemotional intelligence and resilienceunderpressure.

Experienceleading transformation programs (e.g. LIFT) automation and virtual agent deployment.

TECHNICAL SKILLS REQUIREMENTS

• Expertisein ServiceNow ITSM workflow automation andintegrations.

• Proficiencyin virtual agents AI/ML analytics and digital experience monitoring.

• Knowledge of CMDB/discovery ITIL processes and knowledge management.

PHYSICALPOSITIONREQUIREMENTS

• Ability to work globally with occasional travel to Zoetis sites and partner locations.

The US base salary range for this full-time position is $146000-$209000. Our salary ranges are determined by role level and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training.

This position is also eligible for short-term incentive compensation

This position is also eligible for long-term incentives

In addition to compensation Zoetis offers a comprehensive benefits package that supports the physical emotional and financial wellbeing of our colleagues and their families includinghealthcare and insurance benefits beginning on day one a 401K plan with a match and profit-sharing contribution from Zoetis and 4 weeks of vacation.

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Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party such as an Agency recruiter including unsolicited resumes sent to a Zoetis mailing address fax machine or email address directly to Zoetis employees or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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