Saved Offers
ZALOGUJ SIĘ
PRZEŚLIJ CV
LINKEDIN

Stanowisko

Senior Operation Manager M/F

Opublikowano 09/09/2024

APLIKUJ
Icon favorite
Icon professional area

ICT - technologie informacyjne i komunikacyjne

Icon book

ICT

Icon gps

Poznań, 30, Wielkopolskie

Opis Stanowiska

Key leadership position within our client, reporting to the Country Leader and having overall accountability for the delivery of sustainable and effective 1st first line support services to the clients of our client. This role will be responsible for creating an engaging environment, pioneering the future of work in a hybrid reality, acting as a role model within our people-oriented culture to deliver service excellence. The primary measure of success in this role is a high level of customer satisfaction, and the successful candidate will manage the people, processes and tools required to achieve this. In addition to providing excellent IT support, the Head of Service Desk has a broader remit which encompasses developing our partnership with peers and senior stakeholders across the Group and with respective client’s representatives. This position is pivotal in identification and implementation of further developments in our customer service capabilities. This will include process improvement, additional support tools and promotion of best practices.


Responsibilities

  • Provide strategic and operational oversight of multiple Service Desks servicing external clients to deliver quality of service within agreed SLAs;
  • Accomplishes results through the effective leadership, coaching, developing, and mentoring of staff
  • Accountable for defining and driving continues improvement strategy for the services focused on ticket volumes reduction and automation/new technologies implementation.
  • Constantly monitor the trends and changes and know how to improve the customer satisfaction levels using the latest methodologies.
  • Creating an environment and frameworks where members of the staff meet and exceed expectations with regard to their performance, defined metrics or benchmarks.
  • Pivotal in proactively establishing and enhancing work practices and methods through active training and supporting individual career development
  • Build strong relationships and act as a bridge between operational teams and senior stakeholders: governance functions, service delivery managers and account managers.
  • Ensure that comprehensive monthly reporting is completed with regards to Service Desk performance with a clear articulation and analysis of patterns and variables
  • Senior Leadership Team member reporting to the Country Head, directly supervising 5-6 Operations Managers



Skills & Experience

  • Extensive experience of managing IT support provision in an international environment. Service Desk experience is an asset.
  • Experience of working in a distributed IT organisation where services and support are delivered by many teams under varied governance and management arrangements.
  • Understanding of data analytics, reporting and ability to leverage it in the business context
  • Solid experience in P&L management, cost optimization and operations efficiency
  • Result oriented individual with strong problem-solving, prioritisation and decision-making skills
  • Excellent interpersonal, communication and negotiation skills including the ability to build strong business relations and work effectively with staff at all levels
  • Foster collaboration and teamwork and ready to take to the next level teams operating in hybrid-remote engagement. 


Qualifications

  • Education to degree level
  • Minimum of five years’ experience with a multi-national enterprise in leadership position
  • ITIL and experience of its appropriate implementation in an IT support operation is strong asset
  • Fluent Business English is a must, German would be strong advantage.


The Offer:

Discover a rewarding career with our client, where you’ll lead impactful initiatives, foster a dynamic work environment, and contribute to the ongoing success of our service delivery. Competitive compensation, professional development opportunities, and the chance to shape the future of IT support await you. Join us in creating a seamless and innovative experi

Branża

ICT - technologie informacyjne i komunikacyjne

Kod referencyjny

21533

Konsultant

Piaszczyk Daniel, Ofertą zarządza nasz consultant

Najnowsze wiadomości ze
świata pracy

Centrum wiedzy
WRÓC DO WYSZUKIWANIA
APLIKUJ
Icon email
Icon Linkedin
Icon email
Icon Linkedin

Polecane Oferty