Similar Jobs

save these job details
email this to a friend
print these job details

Global Service Desk Manager Job Title:

Only English Required
If you already have an account then please login

Choose from Google Drive

Job Description
The Company.

For one of our client, an international Shared Service Centre based in Barcelona, we are currently recruiting for a Global Service Desk Manager.

The Job.

You are responsible for the success of the Service Desk Operations globally (EMEA, LATAM, NORTH AMERICA, ASIA PAC). The regional Service Desks are the first and single point of contact for all internal customers using IT Services within the company.
Your mission is to:
– Ensure an excellent and consistent level of customer experience by the Regional Service Desks
– Ensure that SLA’s standards, KPI’s, processes and quality standards are met by all regions
– Responsible for the performance, motivation, development and management of all the Service Desk regional Team Leaders and support them in managing the SD activities
– Coach and mentor Service Desk Leads in addition to providing training in support of their career development
– Act as the liaison with Senior stakeholders during major incidents and manage day-to-day relationships with all support levels and interdependent business areas
– Measure effectiveness of Service Desks through goals/KPI’s, surveys and feedback and drive improvements and team performance to comply with agreed Service Levels
– Contribute to the strategic long term IT support plans
– Responsible for Resource management and forecast budgeting
– Input agenda items and host weekly global management team meetings
– Create, support and contribute to the regional Business Continuity Plans
– Responsible for ensuring that the Service Desks are complying with previously agreed audit controls and measures
– Support and engage with the Global Service Quality Team to drive compliance for change and problem management. Act as an Incident and problem management contributor/facilitator
– Input and support transition planning for any new products or service provision
– Ad hoc projects and duties on request

The Profile.

– You have an excellent level of English. Additional language is a plus.
– IT Degree
– You bring a strong experience from the IT Service Desk area
– You have previous experience in managing teams across various locations (global level)
– ITIL foundation: you are an ITIL process champion, you must leverage industry expertise and past experience instituting ITIL frameworks as they relate to service management and delivery
– You have proven Stakeholders management experience, ability to drive positive working relationships both within the Service Desk Teams and at all business levels
– You are highly professional and mature, with strong ability to remain calm under pressure
– You have the ability to work in complex environment and in constant transformation
– You are an enthusiastic leader, with excellent influencing, leadership and mentoring skills
– You have excellent listening and communication skills and are able to interact effectively with people from different culture and at all business levels

The Offer.

– Salary package based on level of experience
– A job with high level of responsibilities and impact within the company
– A role in an exciting and growing company
– A job with many challenges and variety
– Start date: ASAP
You have already viewed this job - view again?
Salary Indication

View these similar jobs:

View all similar job matches
The CV Doctor