Team Leader IT Service Desk Germany

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Angajator: Vodafone Shared Services Romania
  • IT Hardware
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: Manager
  • Actualizat la: 12.02.2020
    Scurta descriere a companiei

    Technology is a playground for ideas!
    Vodafone Shared Services Romania is the place to make them come to life.
    If you want to invest more in a career rather than just a job,
    Meet us, Join us, Grow with us!

    We stay hungry and true to our core values by recruiting people who are fun, passionate, open, and question everything.
    Reflect on what your motivation is to come on board! We’re eager to hear your story.

    We live and thrive in an ever-changing environment where creativity and productivity are key, within working hours, of course.


    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

    Alte informatii

    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?