Head of Global Service Desk (m/w/d)
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
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Flexible working hours and models as well as mobile office options for a good work-life balance
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Personal development through development programs, training, or e-learning as well as professional mobility within the international Groupe SEB
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Generous employee discounts in the WMF online store and corporate benefits
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Excellent company restaurant with employee subsidy and a wide and varied range of food, kiosk, and food to go for your physical well-being
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Attractive salary package with Christmas and vacation bonuses and company pension scheme
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Health offers such as job bike leasing or advice for your health
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Which goes without saying for us: 30 days annual leave, a variety of employee events, free parking, and coffee & tea specialties
Further information on our employee benefits can be found here: Working at WMF - Insight into the corporate culture at WMF (aboutwmf.com)