Write (your) story with us

What you can expect

• 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

What you need to succeed with us

• 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%)

What we offer