Head of IT Service Desk Hub Europe in Constanţa

IT Support (master) The Head of IT Service Desk (ITSD) Hub Europe is responsible for the IT Service Desk Hub in Warsaw, comprising the management of the ITSD Teams delivering 1st level support to multiple clusters in Europe. She/he is responsible for the transformation of the Hub team to achieve usage of common tools and standard processes and way of working. The main tasks of the ITSD Hub EUR are to provide the global Level 1 Service Desk/Support for Schenker IT Services and the consistent reporting of support SLAs and KPIs. The Head ITSD Hub EMEA reports directly to the Global Head of IT Service Desk within the Global Infrastructure Services (GIS) department. Key Tasks & Responsibilities Manages the ITSD teams in the Hub to ensure delivery of 1st level support in the Nordics, Iberia, NEE clusters and the Global services during EMEA working hoursEnsures appropriate reporting and notifications to regional key stakeholders and that key performance indicators (KPI) are measured and reportedEnsures proper management of critical incidents (P1 handling) during EMEA working hoursManages the regional harmonization of support processes, tools and methods following the central GIS and Global ITSD strategyActively contributes to defining and implementing the ITSD Roadmap in the HubEstablish measurable individual and team objectives that are aligned with the GIS strategy and drive high customer satisfactionDrives/supports initiatives to increase 1st level resolution ratio for all services, avoiding tickets and drive self-service measuresDrives and implements continuous improvement, to optimize ITSD operation model and improve KPIsManages all services, employees, and costs within his/her unit; provides effective leadership and management to staff which promotes high performance standards both individually and as a teamSets-up and conducts resource planning, allocation of resources for projects and/or services, prioritization of tasks, as well as budget planning, controlling and activities to keep the team budgetDrives continues learning activities in the Hub Requirements Min. bachelor’s degree in related technical/business areas or equivalent work experienceMin. 7 years of relevant technical and business experience in ITService Support or IT Service Management. Good knowledge of ITILMin. 4 years of leadership experience in managing cross-functional teamsHigh flexibility and good communication skillsFluent in English language skillsCultural awareness