Head of IT Service Desk EMEA

Responsibilities

• Responsible for the delivering 1st level support to the respective countries.
• Ensures appropriate reporting and notifications to regional key stakeholders and countries CIOs.
• Ensures that key performance indicators (KPI) are measured and reported.
• Manages the regional harmonization of support processes, tools and methods following the central GOIS and global ITSD strategy.
• Establish measurable individual and team objectives that are aligned with the GOIS and global ITSD strategy and drive high customer satisfaction.
• Drives/supports initiatives to increase 1st level resolution ratio for all services, avoiding tickets and drive self-service measures.
• Drives and implements continuous improvement, to optimize ITSD operation model and improve KPIs.
• Manages all services, employees, and costs within his/her unit; provides effective leader-ship and management to staff which promotes high performance standards both individually and as a team.
• Sets-up and conducts resource planning, allocation of resources for projects and/or ser-vices, prioritization of tasks, as well as budget. planning, controlling and activities to keep the team budget.

Qualifications

• Bachelor's degree in related technical/business areas or equivalent work experience.
• Typically requires at least 5-7 years of relevant technical and business experience in IT Service Support or IT Service Management. Good knowledge of ITIL.
• Preferred 5+ years leadership experience in managing regional cross-functional teams.
• High flexibility and willingness to travel.
• Fluent in English language skills.
• Cultural awareness.
• Negotiation, decision-making and leadership skills.
• Experience in problem management

Join us and discover what matters to you:

Attractive Compensation Package

· Annual performance-based bonus

· Meal tickets, Cultural vouchers

· Rewards & Recognition Program, Referral and Relocation bonuses

· Christmas and Easter bonuses

· Recognition of colleague improvement ideas (Ideas4SGBS)

Health & Well-being:

· Hybrid or remote work options (location-dependent)

· Private medical subscription with family discounts (children, spouse/ life partner)

· 4 short days per year (Leave Office Very Early)

· Birthday day off

· Extra vacation days based on seniority

· Discounts on products/services (WorldClass Gym, 7Card, Therme, Samsung, etc)

· Volunteering opportunities within the organization

Personal & Professional Development:

· Mentoring program with access to Schenker Worldwide network

· E-Learning platform for continuous learning

· Promote-from-within career growth culture, giving our colleagues the opportunity to grow their career.

Your aspirations are our priority.

Embark on a fulfilling career journey with DB Schenker GBS Bucharest today!

As part of the DB Schenker global logistics network, our service center in Bucharest plays a pivotal role in connecting the world. With services covering Finance and Accounting, Air and Ocean, and Business Support, we offer a diverse array of opportunities tailored to your unique talents and ambitions. But what truly sets us apart is our commitment to fostering a culture of growth and development.

At DB Schenker GBS Bucharest, your success is what matters to us.

Interested in working with us on IT topics? We look forward to receiving your application.