Europe IT Service Desk Lead

작업 내용

Job DescriptionAs an IT Services Manager you will be responsible for optimal delivery of all our IT services across the EMEA region (IT Support, IT Service Management process etc.). You will be part of the IT Operations & Services delivery area within the Technology Group function. You will team with Americas IT Services Manager and ensure global alignment and coordination of the service delivery (standardize, consolidate, optimize, reporting etc.)Your Responsabilities :

• You are the IT Operations services delivery representant (SPOC) for the regional area you are activating in
• You drive & lead the day-to-day IT operations activities related to your assigned geographical area
• You perform any IT operational activity required to support, solve, or facilitate resolution of any IT-related malfunction of the systems, platforms, or processes
• You ensure Carmeuse IT Systems and Platforms are up and running in a timely manner, through proper coordination of the activities and collaboration with the IT Service Desk team and other support groups
• You perform tracking and reporting activities, through creation of daily/weekly/monthly IT-related reports or based on the IT & Business needs
• You gather, assess, analyze, and propose ideas and/or solutions to improve IT operational processes and ways of working
• You have an active role in the standardization of processes and ways of working (at a global level) by partnering with the other Service Delivery Leads and IT Leadership
• You ensure IT Service Desk Team has at its disposal the necessary tools and processes to perform their day-to-day activities
• You are involved and/or coordinate any IT Service Management related activities
• You contribute and help document IT Operations related procedures and/or policies at regional and global level (ITSM Processes, How to Guides etc.)
• You deliver training activities for IT Service Desk or other IT teams (regional or global)
• You perform IT Communications within IT area and at company level, having previous alignment with IT / Business Leadership and/or stakeholders (e.g., IT Outages, IT Changes etc.).

User (Employee) Experience Activities

• You ensure excellent, efficient, and effective user experience, at every interaction with IT
• You ensure and owns end-to-end resolution of IT cases within agreed SLAs & KPIs, through engaging, coordinating and/or performing the necessary actions
• You represent and support IT Service Desk team members, as being the ’face of IT’ for any incoming requests, improvement suggestions, complaints, or escalations
• You partner with business (e.g., HR, Employee Experience etc.) to support, help and/or co-create best-in-class IT user journeys
• You represent IT within your area by constantly engaging with regional stakeholders, through predefined and ad-hoc discussions.

Field Services Activities

• You coordinate and/or operate any local IT activity requiring physical presence in the region you’re activating in, with prior agreement of when the activities can be performed
• You represent and be the face of IT in our Carmeuse locations (based on the region the technician is activating)
• You drive and support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment.

Your profile :Basic RequirementsMust Have

• Bachelor’s degree from an IT / Technology related University and +3y of IT Services Delivery / IT Operations Support
• Minimum of 5y experience in IT Services Delivery / IT Operations Support (SLA/KPI based delivery, 24/7 support understanding, remote & on-site support setup, tracking & reporting, service review presentations, service delivery effectiveness etc.)
• 2 years of coordination / people management activities
• 2 years’ experience working in a global enterprise setup, with cross-functional operating model
• 2 years’ experience working in an international & diverse cultural business environment (Americas, EMEA)
• Languages: English (min. C1), Romanian (min. C1 or Native).

Nice to Have

• Working experience or exposure to industrial / manufacturing companies.

Needed Knowledge

• Very Good (towards Excellent) understanding of generic IT & Technology concepts (Networking, Cloud Computing, Infrastructure etc.)
• Good understanding (towards Very Good) of OT concepts
• Very Good (towards Excellent) understanding of ITSM Framework (ITIL)
• Good understanding of UX field & concepts (end-user & employee)
• Business Acumen (good understanding of the core business for which IT is being an enabler).

Needed Skills

• Excellent levels customer handling skills
• High levels of empathy towards the user ("walk in the user’s shoes")
• Leadership (’Lead by Example’ mentality)
• Time Management
• Team Work & Work Ethic
• Critical Thinking & Problem-Solving
• Analytical Thinking & Synthesis Capacity
• Holistic Overview & Observation Spirit
• Technical Writing
• Curiosity & Avid Learner
• Willing to challenge ’status quo’ regarding current ways of working.

Your team :The team is currently composed of ~8-12 IT support operations engineers located in EMEA region (Belgium, Slovakia, Romania etc.). As we are on a excited transformation path of our current support operating model, the structure and activities of the delivery team will adapt to our future vision.Your manager :Your manager will be Catalina Nicolae – Catalina is our Senior Manager for the Global IT Operations & Services delivery. Her team enables IT support operations and management of ITSM processes for over 4,500 Carmeuse employees. She has been with Carmeuse for over 1 year, which allowed her to familiarize with Carmeuse values and offered her the possibility to envision the strategy for a new and modern IT Support model.Catalina has a professional experience of 11 years within IT & Technology companies and more than 6 years in leading local / global and cross-functional teams.She likes to listen, to lead by example and to create a safe environment for sharing ideas and thoughts.Why Carmeuse?

• We truly believe that where you work matters and, as a family business, we know what makes our employees happy!
• Permanent contract
• Flexible working hours
• Home working policy
• Competitive salary package and benefits
• A lot of growing possibilities
• A strong HR and training policy to develop your skills
• Work life balance

The recruitment process :If you apply for this great position, you could go through these different steps:

• Olivia Braszko, our Talent Acquisition Lead will analyze your Résumé and cover letter
• A first "Teams" interview will be scheduled with Olivia. You will take 2 personality questionnaires. Olivia will want to know more about you, as a person and as a professional. She will assess your motivations and answer to your questions
• You will have a second interview with Catalina Nicolae (IT Senior Operations MANAGER) and Aurélie Mordant (our HRBP)
• The last interview will take place with Stephen Hiber (Group Technology Director).