Head of Global Service 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 program's 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 to identify trends, user behaviors, and bottlenecks.

• Foster continuous improvement and digital empathy.

POSITION RESPONSIBILITIES

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.

Optimize ServiceNow 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.

· Experience in support transformation, AI ticket deflection, and personalization.

· Strong background in ServiceNow, analytics, and dashboards.

· Vendor management with global/offshore partners.

· Familiarity with identity, access, and endpoint security.

· High emotional intelligence and resilience under pressure.

· Experience leading transformation programs (e.g., LIFT), automation, and virtual agent deployment.

TECHNICAL SKILLS REQUIREMENTS

• Expertise in ServiceNow ITSM, workflow automation, and integrations.

• Proficiency in virtual agents, AI/ML analytics, and digital experience monitoring.

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

PHYSICAL POSITION REQUIREMENTS

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

The US base salary range for this full-time position is $146,000-$209,000. 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 including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

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