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GLOBAL SERVICE DESK MANAGER

Descripción de la oferta de empleo

Global Service Desk Manager - Barcelona!Are you ready to be part of something big? This role puts you at the heart of the technology and communication innovations that keep the world’s air travel industry moving smoothly. Their mission is to deliver fresh solutions and cutting-edge technology that make global operations run like clockwork. Now, they're looking for a passionate leader to join their journey.About the Role & TeamThe Service Operations team is crucial in helping customers maximise the use of solutions that contribute to a greener, more sustainable aviation industry. This team plays a key role in enabling flight and air traffic optimization.Reporting to the Director of Customer Service & Operations, you will lead a global IT support team across Montreal, Barcelona, and Singapore. This role is responsible for monitoring and managing service status and performance while ensuring clear communication with customers and stakeholders.What You'll DoLeadership and Team Management: Oversee day-to-day operations of the 24x7 Service Desk and support teams (50 members), providing direction, mentoring, and development opportunities to ensure high performance. Foster a culture of diversity, equity, and inclusion within a global, geographically dispersed team.Incident Management: Own and manage the incident management process, ensuring efficient resolution of incidents and service requests, with a focus on identifying and addressing root causes.Process Improvement: Continuously assess and enhance processes, tools, and methodologies to boost efficiency, effectiveness, and customer satisfaction.Service Level Management: Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking necessary corrective actions to meet or exceed targets.Budget Management: Develop and manage the service operations budget, ensuring optimal resource allocation and cost efficiency.About Your SkillsExperience: Minimum of 10 years in managing international service desk and operations supporting external customers, with extensive experience in incident management processes and best practices.Technical Expertise: Strong experience with monitoring systems and the ability to collaborate with stakeholders to articulate and enhance system requirements.Leadership: Proven success in leading and managing geographically dispersed teams, with a demonstrated ability to improve processes, tools, and methodologies in a technical environment.Tools: Proficiency in using ServiceNow; ITIL Foundation Certification is required.Communication: Excellent verbal and written communication skills in English, with the ability to manage customers and internal teams during critical instances.Location:Hybrid - BarcelonaRelocation Package offered for EU Citizen's moving to BarcelonaSalary:Up to €105,000 Total Package
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Detalles de la oferta

Empresa
  • Hamilton Barnes 🌳
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 30/08/2024
Fecha de expiración
  • 28/11/2024
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