We have an exciting opportunity to set up from the start, define guidelines and direction for our client's Global Support Service Center focusing on 1st and 2nd level support. The key task will be to lead the implementation of a "follow-the-sun" 24/7 model and processes as well as all standards for 1st and 2nd level support globally by interacting with our client's Regional IT Centers. Part of your remit will be to build up and maintain relations to the business ensuring expectations are met regarding support. In addition to that you will manage processes, budget and people with a long-term goal of developing talents and skills within of the existing and new team members.
As part of your daily responsibilities you will manage capacities and skills mix to meet defined service levels, incorporate EMEA support country-by-country and define global processes and ITSM tool rollout. Your key responsibilities will be to set up and continuously improve Global Support processes, ensuring alignment between the tools, procedures as well as organization / responsibilities. You will be required to manage strategy and fulfillment of Global Support including budgets and overall landscape to meet availability / quality targets to ensure service level compliance.
As a candidate you will have experience in leading 100+ FTE within IT Service Management or Service Operation. In addition to that you will have a proven track record in managing service organizations. Delivering and exceeding financial and quality targets with the ability to collaboratively provide direction and guidance to different teams. The role holder will have 8+ years of extensive international IT process expertise. You will have exceptional communication, stakeholder management and good influencing skills. Inter-cultural experience (international) and being fluent in English and Polish, also speaking German would be advantageous.
You will be reporting directly into the Vice President of Operations giving you exposure of working with Senior Management on a daily basis.
EU Passport holders
If you would like to be considered for this position, please send your CV (in Word Format) with the following Job ID: SAP-HG-LK to:
For further questions, you can reach me at +44 (0)785 9011515
I look forward to your application!