Head of Global Desk Innovations

Zoetis•Parsippany-Troy Hills, NJ

16h•Hybrid

About The Position

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.

Requirements

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

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.