Global IT Service Desk Manager

Bratislava
Permanent

This position is part of the IT Infrastructure Team
IT Service Management responsibilities include:
 Providing the global service desk services according to the ITIL (IT Information Library) framework in an environment where the major service desk functions are outsourced to an external IT provider
 Own and drive service desk improvement initiatives which include process improvement, ITSM tools, organizational and governance topics
 Operating all XXX central IT infrastructures inside a global framework (architecture, standards, contracts…) and support the local IT infrastructure following the Infrastructure governance in place
 Defining and promoting the infrastructure governance for all XXX sites
 Leading and executing infrastructure projects and executing the infrastructure part in application projects
 Managing Continuous Improvement initiatives (service improvement, cost reduction, process improvement)
 Managing external providers for the delivery of Infrastructure services
 Being accountable for measuring and meeting SLAs on infrastructure services
 Being accountable for central infrastructure spending
The Service Desk function is a key enabler for most of the points above.

Key accountabilities:
Service Desk transformation project:
 Manage ITIL Maturity assessment for all Service delivery processes
 Manage a Service Desk transformation project and implement an ITIL support model in XXX Coordinate existing service management:
 Monitor the incident management, problem management processes
 Manage the change management processes / Be the IT change manager
 Implement and manage the catalogue of services for Service Delivery
 Monitor service level agreements (SLAs) between the Service Delivery domains and the customers
 Implement and monitor underpinning contracts agreements between Service Delivery and outsourcers
 Implement and monitor operational level agreements (OLAs) between domains inside Service Delivery
 Manage reporting and key process indicators for all IT Service delivery
Manage the central service desk (Only L2 and L3 support):
 Improve the function (process, satisfaction survey, ticket tracking, KPIs)
 Follow this contract
Manage the configurations:
 Records, audits and tracks all important configuration items in the service delivery and their relationships.
 Implement a database for configurations (with material and license inventories)
 Implement and improve the configuration Management


Place of work: Bratislava, Slovakia
Contact: barbora.candrakova@stell-erp.com

Key accountabilities: Service Desk transformation project:  Manage ITIL Maturity assessment for all Service delivery processes  Manage a Service Desk transformation project and implement an ITIL support model in ~Company XXX Coordinate existing service management:  Monitor the incident management, problem management processes  Manage the change management processes / Be the IT change manager  Implement and manage the catalogue of services for Service Delivery  Monitor service level agreements (SLAs) between the Service Delivery domains and the customers  Implement and monitor underpinning contracts agreements between Service Delivery and outsourcers  Implement and monitor operational level agreements (OLAs) between domains inside Service Delivery  Manage reporting and key process indicators for all IT Service delivery Manage the central service desk (Only L2 and L3 support):  Improve the function (process, satisfaction survey, ticket tracking, KPIs)  Follow this contract Manage the configurations:  Records, audits and tracks all important configuration items in the service delivery and their relationships.  Implement a database for configurations (with material and license inventories)  Implement and improve the configuration Management

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