Description
Be an entrepreneur in the IT environment, with the target of worldwide delivery of a centralized Service Desk, on a market competitive price- and quality level. Support the IT organization by providing consolidated services in the area of IT Service Desk.
Direct report to the Head of the VT IT GOV QP, strategic and operational relevance of this position: very high (affecting all P IT employees, all P IT services).
Total service cost responsibility: 1,2 Mio. €
Main Tasks:
- Manage a international Service Desk supplier.
- Define and monitor Service Levels.
- Perform penalty process in case of severe deviations.
- Conduct service improvements.
- Drive implementation of automation and innovative technologies to enhance user satisfaction and reduce costs.
- Ensure reliable operation of the services offered by IT Service Desk. Especially: service desk; definition and maintenance of the respective SLA; provisioning of the offered services (service request management incl. incident management); ensure high quality IT Service Management (Incident Management, Change Management).
- Manage the Service Desk holistic and drive Service Level Management: complete description of service; specified deliverables; KPI's and reporting; price tag for service - continuous improvement.
- Set-up, manage and control the service for the provisioning of the offered global services, strategically optimize the sourcing strategy (intern, extern, near shore, off-shore).
- Achieve continuous service improvement by regular benchmarks for rightsizing service functionality and quality. Outperform the best market prices for the offered services.
- Take over project responsibility to transition the Service Desk into a new ITSM Platform.
- Qualifications
- IT related studies.
- General management experience.
- Several years of expertise in the area of IT Service Desk management.
- Minimum 3 years of experience in managing strategic and operations projects, there of minimum two years in international environment.
- Experience in leading of Teams, preferable globally distributed, including the associated budget responsibilities.
- Requires a level cultural sensitivity and the ability to manage / cooperate in multiple cultures due to global impact on VT IT Org.
- Customer Focus.
- Communication Effectively.
- Problem Solving.
- Driving for results.
- Intercultural Sensitivity.
- Self-Reflection.
