ITIL Service Desk Manager (m/f)

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Harvey Nash Plc - Stuttgart
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For our client, Europe's leading specialist for payment processing based in Munich, we are currently hiring a ITIL Service Desk Manager (m/f)

Location: Munich
Start date: ASAP

Our customer, based in Greater Munich, is one of the fastest growing Payment processing clients in the world. They have had a growth of 300% over the past 2 years and are looking to grow even further over the next year.

We are recruiting for an additional Service Manager to help manage their 1st and 2nd level departments (over 30 people). You will not be responsible for the people; instead your main focus will be quality control, stakeholder management and reporting, with the possibility to move into team leadership. Fluent English and German will be required.

Your Tasks:
* Ownership and Quality control of Support Services
* Create, improve and maintain service related processes
* Assist and guide Support Engineers (Tier 1,2,3) in communication and resolution of tickets
* Help maintain the Support Service Catalog
* Business report setup and maintenance including possible KPIs for merchant support department
* Structure and maintain Support system and processes with consideration of Operational and Service level agreements
* Interface between all departments
* Coordinate Incident communication to internal parties
* Take over any Notification/Maintenance communication to external parties

Your Skills:
* Bachelor's degree (or equivalent) in Computer Science, Information Systems or a related field
* Excellent English and German language skills, verbally and written
* Minimum 3 years of experience as Service Manager
* Relevant work experience, ideally in the payment or financial sector is advantageous
* Service and customer oriented mind set
* Excellent process understanding
* Good technical understanding
* ITIL or COBIT certification; any Prince2 or PMP certification - must have.
* Ability to work on and track multiple projects simultaneously
* Ability to grasp complex dependencies between multiple systems, quick understanding of complex processes, analytical skills
* Strong communication skills, ability to communicate with different hierarchy levels, intercultural skills

Our offer to you:
* Employment contract with Nash direct with an attractive relocation and salary package
* An exciting environment and cutting-edge projects at global brands and hidden champions
* Personal and individual support by our Account Managers and HR team
* A modern workplace with additional company benefits such as 50% canteen discount, 25% off the fitness area, free yoga and staff events
* Opportunity to learn from some of the most experienced Managers in Germany.
* An excellent working atmosphere in a highly-motivated and successful team with an international company culture
* Being part of the Nash direct team and connect with your colleagues throughout Germany

Interested? Then we would love to receive your application and we guarantee a quick feedback!

For more information on the role please get in touch with Malgorzata Wodecka.

For over 25 years, Nash direct has been helping remarkable people to win exciting roles at world-leading technology companies in Germany. Our Mission is to give our employees the best possible experience in working with us.

Malgorzata Wodecka
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