Beschreibung
Task:The Helpdesk and Service Management Lead is responsible for Leading, Improving and Governing the client Global HelpDesk to support all IS/IT services. The Lead is also defining and monitoring the performance of services, delivered by IS (and delivered to IS by 3rd parties) in close collaboration with the IS Partner Governance team. Day to day tasks include:
Helpdesk Management
Governs the client Global Helpdesk Service provided by our partner, including the Service Integration part (i.e. the coordination of other 3rd parties delivering additional services)
Ensure the proper performance and function of the Helpdesk jointly with the 3rd party provider
Drive regular reviews and improvements of the global Helpdesk service
Ensure proper reporting and tracking, define KPIs and SLAs and follow up on those
Service Management
Alignment of Service Levels contracted vs. delivered vs. requested
Suggest, trigger and run service improvement activities
Support the customer service based delivery model in IS and drive the partners to support this model and to act according to it on a day-to-day basis
Work with IS Partner Governance to influence contractual relationships is the way to support the IS delivery
This activity relates not only to external parties but as well to internal branches of IS (e.g. Competency Centers)
Interface with IS Applications, IS Infrastructure, IS Partner Partner and 3rd parties and support the service delivery to the business
Requirements (Must have):
University degree
6+ years professional experience
IS Generalist knowledge
ITIL Expert - experience / ITIL implementation experience
Experience of implementing / using Helpdesk tools (Remedyor others)
Experience with data analytics to cross reference and correlate data
Experience of qualitative and quantative metrics on a business
Strong knowledge of IS processes and best practices
IS Service delivery, interfacing with business
Management of parallel activities
Ability to adapt easily to changes / flexibility
Proven strong organization and strong planning skills
Excellent priority management skills
Proven good people management (with indirect influence)
Ability to work through difficult relationships. Use knowledge of whos who to get things done.
Communication capabilities with all levels of IS Management and Business management
Excellent risk management skills
Ability to speak and write business level English
Beginn:
Dauer: 6 Monate
Branche: Logistik/Transport