Global Service Desk Manager (Aven Hospitality)

Powering the agentic revolution in travel. Sabre is an AI-native technology leader backed by one of the worlds largest travel data clouds. Built on an open modular cloud-native architecture Sabre serves as the backbone for both established leaders and bold new disruptors guiding them to the next age of travel retailing through intelligent connected and personalized experiences. With AI at its core and operating at unparalleled scale Sabre transforms insights into innovation empowering airlines hoteliers agencies and other partners to retail distribute and fulfill travel worldwide.

Note- TPG Capital a global alternative asset management firm recently acquired Sabre Hospitality Solutions. Over the coming months Sabre is working with TPG to formally separate the Sabre Hospitality business from Sabre. It is important to understand that while you will be employed by a Sabre legal entity your role will be supportingAven Hospitality which is now owned by TPG. Further information about the transition of Sabre Hospitality Solutions employees to TPG legal entities will be shared as we progress.

Aven Hospitalityis a technology company that powers the global travel industry. By leveraging next-generation technology we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps online travel sites airline and hotel reservation networks travel agent terminals and scores of other solutions.

Global Service Desk Manager (Aven Hospitality)

Reports To: Director Global IT Support & Collaboration Services

Position Summary

We are seeking an experienced Global Service Desk Manager to lead and evolve our global IT service desk operations. This role is responsible for delivering high-quality 24x7 end-user support across a geographically distributed organization ensuring consistent service delivery and exceptional employee experience.

The Global Service Desk Manager will oversee regional teams and Managed Service Provider (MSP) partners drive standardization of processes and implement continuous improvement initiatives to enhance service performance operational efficiency and customer satisfaction. This role serves as a key leader in IT Service Management (ITSM) aligning service desk operations with business and technology objectives.

Key Responsibilities

Global Service Desk Operations

Lead and manage global distributed service desk teams and MSP partners providing 24x7 support across multiple regions

Oversee day-to-day service desk operations ensuring timely resolution of incidents and service requests

Drive consistency in service delivery across internal teams and outsourced providers while accommodating regional requirements

Ensure all requests and incidents are logged prioritized and resolved in alignment with SLAs

Service Management & ITIL Governance

Establish and enforce ITIL-based processes (Incident Request Problem Change and Continual Service Improvement)

Define monitor and report on service levels KPIs and operational metrics

Act as the primary escalation point for major incidents and high-impact service disruptions across internal teams and MSP providers

Drive root cause analysis and problem management to reduce recurring issues

Team Leadership & Development

Lead mentor and develop service desk teams including hiring training and performance management

Provide oversight and governance of MSP staffing performance and service quality

Establish staffing models including shift coverage and follow-the-sun support

Foster a customer-centric culture focused on service excellence and continuous improvement

Customer Experience & Service Excellence

Define and drive service desk strategy to improve user experience and satisfaction

Ensure efficient omnichannel support (phone chat email ticketing tools) for end users

Implement knowledge management practices to improve first-call resolution and reduce ticket volume

Promote adoption of self-service automation and knowledge-centered support

Operational Excellence & Continuous Improvement

Analyze trends metrics and service desk performance to identify improvement opportunities

Develop and maintain reports and dashboards using tools such as ServiceNow reporting and Microsoft Excel to track service performance SLA adherence and operational trends

Drive process optimization automation and tool enhancements to increase efficiency

Partner with IT and business stakeholders to improve service delivery and alignment

Develop and maintain standard operating procedures and documentation

Tools Platforms & Data Management

Oversee and optimize ITSM tools including ServiceNow for incident request and knowledge management

Ensure accurate ticket categorization assignment group alignment and workflow optimization within ServiceNow

Leverage Excel and data analysis techniques to identify trends perform root cause analysis and support decision-making

Support reporting automation and dashboard development for executive and operational visibility

Vendor & Stakeholder Management

Manage Managed Service Providers (MSPs) and third-party vendors including contract alignment performance management and service delivery oversight

Establish and monitor vendor SLAs KPIs and continuous improvement targets

Collaborate with infrastructure applications and security teams to ensure seamless support

Communicate service performance risks and improvements to leadership

Required Qualifications

57 years of experience in IT service desk or end-user support operations with at least 23 years in a leadership role

Proven experience managing global or regional service desk teams and MSP/vendor support models

Strong expertise in IT Service Management (ITSM) frameworks (ITIL preferred)

Hands-on experience with ServiceNow or similar enterprise ITSM platforms

Advanced proficiency in Microsoft Excel for reporting data analysis and KPI tracking

Experience managing SLAs KPIs and operational performance metrics across internal teams and vendors

Demonstrated ability to lead distributed teams and 24x7 support environments

Strong understanding of service desk tools ticketing systems and support processes

Excellent communication and stakeholder management skills

Preferred Qualifications

ITIL certification (Foundation or higher) or equivalent ITSM certification

Experience with service desk transformation automation or AI-enabled support capabilities

Familiarity with global support models

Experience managing large-scale outsourced or hybrid service desk operations

Work arrangements

• Hybrid working mode; 3 chosen days from the office in a week

• Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs

Paid time off

• Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.

• Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice

Your money

• My Benefit platform/Multisport card:enjoy the benefit cafeteria system and use popular sport card

• Tax deduction: take the opportunity to claim deductible costs reducing your income tax

• Employee Capital Plans:profit from long-term saving scheme co-financed by Sabre and the State Treasury

• Baby Bonus:benefit from one-time allowance on childbirth or adoption

Health and wellness

• Luxmed VIP medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services

• Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package

• Employee Assistance Program: find help in free confidential program with a certified counselor

• Mindfulness & meditation apps: take care of your mental and physical health

• Life insurance: sign up for free high coverage life insurance program

Career development

• Professional development:access to e-learning platforms as well as join Sabre live learning sessions

• Certification and tuition reimbursement

• Our Communities:join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group Innovation Lab Community Women in Technology SOLVE!T and many more)

And more

• Car and bike parking

• Fun & Relax zone in modern office: enjoy electronic tables to work foosball ping pong pool table swings massage chairs and terraces to admire a panoramic view of Kraków. We have parents rooms as well

• No dress code

• Innovation Lab: access Augmented Reality & Virtual Reality equipment Robot construction kit 3D printers and many more

• Attractive Referral Bonus:earn $2500 USD for every hired referral

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application.

Please note that only candidates who meet the minimum requirements will proceed in the selection process.

Sabre is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex gender identity sexual orientation disability status protected veteran status or any other characteristic protected by law.