Head of Global Service Desk (m/w/d)

Ihre Aufgaben

• Development and implementation of a global service desk strategy aligned with the company's business objectives

• Direct management of the service desk provider for Germany and Austria

• Transformation and digitalization of business processes based on a state-of-the-art tool set (salesforce.com)

• Implementation and management of ITIL processes and procedures to ensure that the service desk operates according to ITIL best practices

• Continuous process improvements to reduce service desk costs

• Ensure high quality service delivery to the customer, in line with agreed Service Level Agreements (SLAs)

• Working closely with various interfaces and business units to ensure full integration of the Service Desk into the IT and process landscape

• Regular preparation of reports and KPIs (Key Performance Indicators) for the VP Global Services and management

• Monitoring and analyzing trends, new technologies or best practice approaches

Ihr Profil

• A degree in business administration, business informatics or a comparable qualification

• Management experience is an advantage

• Several years of experience in designing and implementing service desk strategies

• Experience in managing a global team is essential

• Sound knowledge of ITIL, Six Sigma and Lean methodologies (ITIL / at least Six Sigma Green Belt certification)

• Several years of experience in managing complex projects

• Strong analytical and problem solving skills

• Very good knowledge of German and English (other foreign languages would be desirable, but not a requirement)

• High willingness to travel (up to 50%)

Wir bieten Ihnen

• Flexible working hours and models as well as mobile office options for a good work-life balance

• Personal development through development programs, training, or e-learning as well as professional mobility within the international Groupe SEB

• Generous employee discounts in the WMF online store and corporate benefits

• Excellent company restaurant with employee subsidy and a wide and varied range of food, kiosk, and food to go for your physical well-being

• Attractive salary package with Christmas and vacation bonuses and company pension scheme

• Health offers such as job bike leasing or advice for your health

• Which goes without saying for us: 30 days annual leave, a variety of employee events, free parking, and coffee & tea specialties