25 km
Service Manager Service Desk (m­­/­­f­­/­­d) 04.08.2022 Vorwerk Services GmbH Düsseldorf, Wuppertal
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Service Manager Service Desk (m/f/d)
Düsseldorf, Wuppertal
Aktualität: 04.08.2022

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04.08.2022, Vorwerk Services GmbH
Düsseldorf, Wuppertal
Service Manager Service Desk (m/f/d)
Responsible for the delivery of stable and reliable state of the art Service Desk services Manage a Service Desk Quality Assurance team in near- and offshore locations Monitor Service Desk performance and behavior towards customers Assess new Service Desk technologies and improve self-services and automated support activities Responsible to ensure end to end use and performance of ITIL processes Incident Management and Request Fulfillment across all suppliers Conduct ticket monitoring and auditing to ensure process adherence and implement derived actions Collaborate strongly with Vorwerk's SIAM Team
Knowledge of service management frameworks (e.g. SIAM, ITIL, CobiT) - ideally ITIL® foundation certification Good knowledge of project management frameworks (e.g. PMI, Prince2) Sound understanding of IT Technologies (cloud sourcing, infrastructure services, network, workplace, etc.) Experience in steering external/internal suppliers with remote (onshore/offshore) service delivery and multicultural teams Fluent German and English language, French or Italian might be a plus Good communication, facilitation and negotiation skills Integrative way of working in a multi-supplier environment Ability to work independently in a structured working mode within a global team Intercultural competencies with experience in international collaboration

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