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
Berufsfeld
Bundesland
Standorte