Global IT Support Manager
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
Global IT Support Manager - 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.
Key Job Responsibilities and Duties:
- 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.
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Qualifications & Skills:
- 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.
Benefits & Perks - Global Impact, Personal Relevance:
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."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
- Let's go places together: How we Hire
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Fitness Subsidies
- Dental Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Adoption Leave
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
- Return-to-Work Program
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
- Summer Fridays
Financial and Retirement
- Pension
- Company Equity
- Performance Bonus
- Relocation Assistance
- Stock Purchase Program
Professional Development
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Work Visa Sponsorship
- Learning and Development Stipend
- Professional Coaching
- Shadowing Opportunities
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Unconscious Bias Training