Team Leader IT Service Desk Germany

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

With these skills you are a great candidate:

•Deep Service Desk understanding of operations and market best practice associated to the service

•Experience in driving service delivery for a consolidated Technology Service Desk

•Ability to define and articulate a Service Desk operation strategy

•Customer focused/strong stakeholder management capabilities

•Ability to work in an international organisation with matrix structure

•Budget management and financial understanding

•Experience in the use and deployment of Service Desk Support Technologies to drive Operational efficiency


•Understanding of Customer Lifecycle management and ability to drive improvement in the Customer journey

•Extended experience in Service Desk service delivery

•Manage by influence and knowhow

•Has used an IT Service Management tool (BMC Remedy or similar)

•Familiar with ITIL best practices and processes

•Has supported an enterprise environment that included: Network drives – SSP, Printing, Intranet/Sharepoint/Teamroom, Outlook/Exchange/OWA, Lync Telephony, User Access Management, Virtual Private Network, Citrix , Business Apps

•German and English fluency

With these activities you will have a great impact on our business:

•Define and manage the Service Desk operational team, resourcing skill mix

•Manage operational delivery by: increasing productivity, consolidating service desk delivery, optimising skill mix

•People management of 15-20 people

•Implement/exceed SLA objectives and KPI

•Strong drive to achieve consolidation & standardisation in operations (highly fragmented today)

•Launch and grow multilingual Global Technology Service Desk in TSSR, working together with the ones in other TSS locations (TSSE, TSSI)

•Improve Customer Contact Channel Strategy to improve upon ease of access and exploit lower cost contact channels while maximising first time fix

•Support the digitalization of Service desk through implementation of artificial intelligence technology – TOBI

•Drive the monthly governance with Vodafone Local dimarkets stakeholders

Sounds like the perfect job? We’ve got even more to offer:


•Work from Home – You can get to work remotely 2 days/week from anywhere you choose!

•Medical and dental services

•Life insurance

•Dedicated employee phone subscription

•Special discounts for gyms and retailers

•Annual Company Bonus

•Ongoing Education

•You get to work with tried and trusted web-technology

•Getting in on the ground floor of an technology changing company

•Flexible Vacation



The future is exciting. Ready?