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GLOBAL IT SUPPORT MANAGER

Descripción de la oferta de empleo

Global Senior Manager, IT Service Operations Are you a dynamic leader with a passion for Global Service Operations and a desire to contribute to greener, more sustainable aviation? We are seeking a Senior Manager, Service Operations to join a global team overseeing service desks in Montreal, Barcelona, and Singapore.About the Role:The Senior Manager, Service Operations will lead a team of 50 professionals, ensuring the successful delivery and performance of managed services to international clients. Reporting to the Director of Customer Service & Operations, this role is critical in managing service activation, incident management, and escalations, while driving continuous improvement in processes, tools, and methodologies.Key Responsibilities:Leadership & Team Management: Lead and mentor a geographically dispersed team, fostering diversity and inclusion.Service Desk Oversight: Manage a 24x7 service desk operation, ensuring high-quality support and process improvements.Level 2 Support: Oversee technical issue resolution, ensuring efficiency and minimizing customer impact.Service Activation: Ensure smooth and timely activation of customer services.Incident & Escalation Management: Own the processes, ensuring swift resolutions and preventing recurrence.Continuous Improvement: Drive enhancements in processes and tools to increase operational effectiveness.Stakeholder Collaboration: Align operations with business and customer needs, maintaining strong internal and external relationships.Service Level & Project Management: Ensure SLA/KPI adherence and lead projects for service enhancements.Budget Management: Manage and optimize the service operations budget for cost-effective resource allocation.Qualifications:10+ years of experience in managing international service desks and operations for managed services.Strong knowledge of incident management processes and monitoring systems.Proven success leading global teams and managing stakeholders.Expertise in ServiceNow and ITIL Foundation certification.Experience in process improvements and budget management.Strong English - C1/C2Location:Barcelona, Hybrid 3x Days a WeekRelocation bonus for candidates moving to BarcelonaSalary:Up to €95,000 Basic Per Annum15% Bonus€13,000 Car Allowance
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Detalles de la oferta

Empresa
  • Hamilton Barnes 🌳
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 08/10/2024
Fecha de expiración
  • 06/01/2025
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