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Global Service Desk Manager EMEA

Date: Nov 12, 2020

Location: Kilkenny, KK, IE, R95 K319

Company: Glanbia

Glanbia Business Services

Global Service Desk Manager

 

An opportunity has arisen for an experienced Global Service Desk Manager with Glanbia Business Services. This is a permanent position based in our Global Technology Centre in Kilkenny and will report to the Director of Global Technology Solutions.

 

Are you someone who likes to make it happen, make it better and make it fun? If so, our company offers you an excellent opportunity to do really interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business

successful.

 

Key elements of the Role:

  • Accountable for developing and delivering a world class 24x7 IT Service Desk with Technical support function that serves Glanbia’s global footprint.
  • Lead a global 24x7 multi-disciplinary technical team in the day-to-day management of Glanbia’s IT Service Desk.
  • Operationally responsible for EMEA Service desk team and responsible for global service desk policies, processes and metrics reporting.
  • Organisation of the Global Service Desk teams to ensure the Service Desk is operating without issue with the most efficient allocation of resources.
  • Ownership of Global Incident & Service Request Fulfilment processes
  • Management of the Single Point Of Contact (SPOC) for logging tickets in the ticketing system Categorisation, prioritisation, assigning to the relevant Support Group and escalation of all global user IT incidents and service  requests.
  • Monitor and report on SLA performance.
  • Manage the communications around all major incidents on behalf of all technology teams.
  • In conjunction with the broader GBS IT functions, leads on the design of relevant support processes for IT services for the Glanbia businesses.
  • Assist with implementation of production, productivity, quality and customer service standards.
  • Continuously improve operational systems, processes, policies and reporting for the Global Service Desk.
  • Develop and maintain a strategic vision for the delivery of IT Service Desk based on key business drivers.
  • Manage the delivery of a consistent customer view and experience across all Glanbia platforms. This will necessitate negotiating and agreeing standard and changes with Business Solutions and Technology Services teams.
  • Deliver a consistent and excellent customer experience regardless of location across the Glanbia business.  Measure  customer satisfaction levels and deliver against agreed service levels and strive to exceed customer expectations
  • Review and agree Service Desk KPI’s on a regular basis
  • Analyse and provide data and reporting of KPI’s and trends to IT functions and others weekly/monthly and as needed to both the Business Units and GBS functions.
  • Provide visibility of service quality through effective communication
  • Management of User administration and IT access (incl.IDM)
  • Financial/Budgetary responsibility for department.
  • Staff management including objective setting, performance reviewing, prioritisation, mentoring and training
  • The creation and management of both individual and team targets and identify areas for improvement.
  • Manage the on-going relationship with outsourced partners.
  • Drive a high-performance culture underpinned by a focus on excellence, innovation, feedback and winning together. Recognise and celebrate success.
  • Care for and develop our teams through addressing all areas that allow them to progress in their work and to expand their capabilities.
  • Promote the importance of continuous learning and improvement, as well as collaboration and sharing knowledge and ideas freely.
  • Creating a positive environment for regular and frequent team meetings, 1:1s and other employee engagement opportunities.
  • Live the Glanbia values and hold self and others across Glanbia accountable for demonstrating the behaviours that underpin those values.

 

Qualifications

  • Bachelor’s degree in Information Systems, Computer Science or related discipline; or equivalent combination of education and experience.

 

Skills & Experience

  • At least 7 years of IT Service Management experience with direct leadership experience.
  • Experience in leading geographically dispersed teams, influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.
  • Prior experience working within a global organization supporting both office and plant environments.
  • Demonstrated ability to effectively lead a team to continuously improve performance and to achieve desired results.
  • Ability to communicate effectively and work cooperatively with all organizational departments and functions.
  • Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
  • Solid technical infrastructure experience including cloud deployments.
  • Ability to do tactical execution
  • Excellent attention to detail

 

Competencies

  • Target focussed and results driven - able to draw linkages with day to day operations and wider strategy and able to articulate results to different audiences to drive change
  • Strong business understanding and focus
  • Demonstrated conflict management and resolution experience
  • Seeks the best outcomes for the business and all customers
  • A team player who has the ability to motivate others, making it fun while getting the job done.
  • Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better
  • Is flexible and responsive to changing work priorities and issues, willing to work through challenges to deliver results.
  • Understands the importance of representing the function to the business in a positive and professional manner at all times.
  • Demonstrates the ability to solve difficult problems and creates effective solutions.
  • Understands the value and importance of collaboration, building internal network of relationships with peers, supervisors, and mentors; Develops rapport with others by demonstrating an understanding of their concerns, needs and issues.
  • Organizes groups to perform complex tasks and guides them in determining how to efficiently proceed.
  • The energy, enthusiasm and drive to make it happen.