About the Client
A Czech company, which develops and customizes own financial systems for 10 top world markets.
About the Role
The Senior Manager, Global IT Service Desk will co-design the target model, participate in its implementation. Upon completion of the implementation, s/he will manage the team of Global Service Desk agents, cooperating with local support teams and local partners.
Implementation of the Global Service Desk model in Home Credit Group
Responsible for day-to-day 24x7 IT operations, following IT Service Management best practices
Managing the Service Desk in a Global environment and across several time zones
Support full visibility of IT events and IT actions to the global IT organization by transparent reporting and communication
Apply best practices for Service-desk processes and address areas for improvement
Develop, establish and operate agile and customer focused service procedures, policies and standards
Liaise with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained Service Desk team.
Identify opportunities for service improvements.
Develop Global Service Desk Key Performance Indicators and continously improve their performance
Develop and analyze daily, weekly and monthly reports and statistics on Service Desk team’s productivity
Act as the primary contact for all non-standard service-related enquiries and escalations. The Global Service Desk Manager will coordinate and track resources, contacts, and work in collaboration with Service Owners and Managers to ensure timely incident resolution
5+ years of Experience in multi-national, multi-time-zone IT Operations environment
Experience with Incident Management Tools (BMC Remedy, JIRA SD, Service Now..)
Experience with data-driven operations, using modern monitoring tools (ELK, Splunk..)
3+ years managing a Global Service Desk environment or similar experience from Global Service Desk organization, ideally including the phase of implementation or transformation
Project management skills are beneficial
Excellent analytical and troubleshooting skills
Excellent communication skills and strong stress-resistance
Nice to Have Skills