Global IT Customer Service Manager

Global IT Customer Service Manager

Warsaw, Poland

 

Newest Technology and transformation in progress.

Our business is constantly growing, and you will play one of the key roles in leveraging our users IT services satisfaction. With some of the services you will have full ownership and with some you’ll create a strategic partnership with global IT service owners influencing and driving improvements. You’ll oversee IT Vendors delivery, driving user focused IT services and you’ll manage all related budgets and costs.

Need more details?

You’ll be leading team of 3, SIAM & Service desk Coordinator based in India, and 2 Regional Service Coordinators based in UK and Netherlands leading IT service agenda in 5 main pillars: IT Service Desks Service, VIP IT Support Service, Service Integration and Management (SIAM) Service, Laptop/PC and Printer Service, Field Engineer Service.

You’ll ensure the stewardship of the following user focused SIAM IT capabilities across IT on behalf of and in collaboration with their owner, the Director IT Business Relationship.

Incident Management - (including major) you’ll ensure timely resolution.

IT Problem Management – you’ll perform and drive rout-cause analysis to stop repetition.

IT Knowledge Management - you’ll ensure availability and knowledge flow for the IT users and members.

IT Service Request Management area, you’ll ensure enablement and fulfillment of requests for IT service, and for Request catalogue management you’ll standardize database enabling users to easily request standard IT items.

IT User Satisfaction Management (including Complaints & Escalations) - you’ll work on leveraging user satisfaction with IT Services.

IT Service Management - you’ll align and adjust business service level needs with supplier’s contractual service level obligations and you’ll monitor and report your achievement to relevant stakeholders.

What’s your background?

Joining a young organization that is winning the plant-based category and still have ambition for more you have an entrepreneurial spirit and growth-mindset with track record of developing best in class IT services.

You have several years of experience in big international environment (ideally FMCG) and track record of IT leadership roles with regional exposure.

 

You gained strong knowledge and deep understanding of: User satisfaction improvement, IT Service Desk, VIP IT support, Service Integration and Management (SIAM), Laptop/PC and Printer, Field Engineer Service, End User Compute and User focused IT service management process (Incident, Problem, Knowledge, Service Request, Service Request Catalogue, Complaints & Escalations).

 

With great stakeholder’s management skills, you easily build relations across all levels, and you enjoy being the brains behind the operations and understand wide range of business functions. Meanwhile you have hands-on approach, and you are capable of translating business needs into usable solutions.

Hit the apply button, or reach out on LinkedIn ( www.linkedin.com/in/katarzynaimiolo ). I appreciate your CV may not be up to date, so you can just send over your LinkedIn profile.

 

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