Global Service Desk Manager in Bucuresti

Global Service Desk Manager About the Role Location Romania Bucuresti Bucharest Organization EVP Global Functions Business Unit Information Technology Full / Part time Full-time Experience Level Experienced Professional A Snapshot of Your DayAn energetic, attentive, and driven - Global Service Desk Manager to lead the operation of a standard Service Desk providing operational 24X7 1st-line technical support to users across all global regions, divisions, and IT services, who will work with a provider to establish an ongoing operation of innovation, technology roadmap, continuous optimization, efficiency, and operational excellence within the scope of the Siemens Energy Support Services.How You'll Make an ImpactEnsure alignment with the enterprise's IT and business strategy and the delivery of capabilities required to achieve business success and customer service excellence.Create the strategy to achieve a streamlined service to drive the global end-to-end business value within the Siemens Energy Service Desk.Translate strategic objectives into a tactical action plan, providing continuous feedback on the progress of Service Desk to stakeholders.Participate in the assessment of external and internal technology capabilities to focus on automation efficiency and use for the Service Desk functions.Collaborate with a team of service owners and technology experts to deliver state-of-the-art IT services within the Service Desk and Service.Drive high-performing teams by unlocking potential driving performance management, provide coaching & create an engaging environment while participating as an active member to deliver expert knowledge on services and/or products and digital product strategies.Facilitate learning and knowledge sharing through provision of a range of educational materials and resources, both within Technical User Support teams and towards other entities, to focus on Mastery and Craftsmanship.Collaborate with Business Stakeholders, Service Owners, Technical User Support & IT teams to ensure operational excellence.Ensure efficient planning and execution of projects & programs service desk support in fast paste environment, prioritize in line with Siemens Energy strategy, to strive for a “First Call Resolution” approach aiming for a Trusted Partnership model.Act as a true business partner towards business to continuously align on priorities and relevance and adjust where needed.Collaborate with other Technical User Support Managers and IT colleagues on globally confronted challenges to improve user and/or customer experience.Work professionally and in a positive and respectful manner with other IT departments and members. What You Bring Minimum 7 + years professional experience in managing 24X7 Global Service Desk demonstrating deep exposure to business processes in a matrix / interdependent organization model.Proven experience and implementation of Shift Left Strategy for Service Desk and full understanding of Experience Level Agreement. Continuous Service Improvement mindset focused on Service Desk, and Service Management ITIL processes and tools (ServiceNow is required).Prior experience with technology road mapping and strategic development.Prior experience managing direct reports that work remotely internationally, providing technical and managerial leadership to operational staff.Prior experience designing, implementing, and maintaining procedures & tools (including selection) for the correct recording, routing, and progress of all incidents.Solid track record ensuring staff and provider are consistently meeting and exceeding performance expectations /metrics/SLAs and that standards and processes are followed and in alignment with Siemens Energy Global Service Desk.Successful track record managing & coordinating the escalation and process of communicating urgent & complicated support issues (including 24x7 capabilities) to the correct IT teams.Experience with monitoring, recording, analyzing, and reporting on KPIs, SLAs, ITIL process, status, and speed of resolution in a score card.Experienced with oversight of Corporate IT Balanced Scorecard metrics (definition, calculation, reporting cadence, and continuous improvement)Understand the scope of the Global Service Desk, including the relationship of services to each other, to projects, to services and offerings of other business units, and elemental technologies/products.Oversee solutions/knowledge base repository, ensuring top-quality solutions and instruction guides are available to all service desk associates and staff members.Candidates need to Demonstrate:Strong business acumenEffective verbal, written, and interpersonal communication skills.Proficient organizational, time management, and follow up skills.Flexibility, drive, initiative, and a proven ability to obtain timely and quality results.Effective problem-solving skills.Team-oriented, positive, and professional attitude in general and towards customer problems and incidents.Demonstrates a desire and commitment to promote and share the corporate mission, vision, values, and service excellence culture. About the Team "Let’s make tomorrow different today" is our genuine commitment at Siemens Energy to all customers and employees on the way to a sustainable future. In our Industrial Applications division, we offer comprehensive digital portfolio solutions in the oil and gas sector and other process industries comprising rotating equipment, electrification and solutions for Subsea business. Our customers are supported with sustainable and mission-critical products, solutions, and services. Who is Siemens Energy? At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 92,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment. Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation. Our Office Siemens Energy's location in One Cotroceni Park is more than just an office space - it's a hub for a vibrant and thriving community. Nestled in the heart of Bucharest, this urban development is the perfect place to work, surrounded by green spaces, shopping destinations, and everything the city center has to offer. And with the Academia Militara subway station just a 3-minute walk away, getting around the city has never been easier. Our Commitment to Diversity Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences. Rewards/Benefits Your lunch with SE meal tickets Keep your brain fit with our trainings Special for books lovers - Bookster Stay safe and healthy with our medical subscription Think about your future too with Privat Pension Pilon III Take care of yourself with our Wellbeing Initiatives #LI-CL1