Head of Service Management & Support (m/f/d)

For more than 140 years, DB Schenker has relentlessly pushed the limits of the logistics and supply chain management industry. Global IT&D &D Land & Digital Solutions as part of the Chief Digital Office develops new customer-centric digital products and business models jointly with internal business units. We develop and transfer the global digital strategy into day-to-day business decisions and business development activities. We support the implementation of new digital products and provide expertise and solutions for a unified online marketing strategy and webpages. On a methodological level, we develop and implement a standardized approach for digital transformation projects across all business units.

To further strengthen our Global IT&D Land & Digital Solutions team, we search a highly motivated Head of Service Management & Support (m/f/d) who takes responsibility for performing the department's service management & support activities with focus on lean, stable, secure and cost-efficient IT Service Operations for Land Systems and Digital Solutions.

The Head of Service Management & Support (m/f/d) within the Business Unit "Global IT&D Land & Digital Solutions" provides the overall leadership in the team's organization and provides direction for the actions of the service management and application support. Service Management & Support represents an operative Enterprise Function, which steers the overall service operations management of the underlying portfolio and ensures adherence to all company standards.

Your tasks

• Act as single point of contact (SPOC) for all escalations or coordination requests in case of major incidents, problems or changes.
• Adhere to the overall Schenker IT SOM standards and agreed SLA coverage.
• Organize application specific Service Request Management
• Be the responsible contact for external suppliers and their service delivery.
• Provide input to the overall reporting regarding operational stability of the respective applications.
• Ensure that the Service Now Service catalogue for the respective services is kept up to date.
• Provide RCA in case of high Priority incidents

Your profile

• Minimum master's degree in business administration, Logistics, Computer Science, or related disciplines
• Experience in IT & digitalization service management
• Experience identifying process improvements and coordinating their implementation.
• Practical Knowledge of Agile Methods and experience in establishing Agile Organizations
• Proven track record in agile product development or general experience in agile methodologies
• Experience identifying process improvements and coordinating their implementation
• Excellent understanding on project and application life cycle
• IT Infrastructure Library (ITIL) qualification
• Understanding of business and IT processes
• Strong customer service orientation
• Self-initiative, detailed-oriented with excellent analytical skills
• Flexible thinker able to operate in a changing environment
• Team player with very good communication skills
• Fluent Business English (written and spoken)
• Excellent MS Office skills (Word, Excel, Power Point, Outlook, Visio, etc.)
  

Flexible remote work
It is important to us that our employees' working hours leave enough room for family and leisure. Therefore, we offer flexible working hours and remote work by arrangement.

Networking
National and international networking with colleagues at DB Schenker provides opportunities for professional and personal exchange.

Stability and security
In a future-oriented Group, we offer our employees many opportunities for a long-term perspective.

Health and fitness
Employees at DB Schenker benefit from comprehensive occupational health management with programs for health promotion and prevention.

Work climate
A good working atmosphere is close to our hearts! Only as a team can we achieve the best for our customers, employees and people worldwide.

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Do you have any further questions?
Do not hesitate to contact us.
We look forward to receiving your call/email!

Schenker AG
Kruppstraße 4
45128 Essen
Germany

Phone: +49 201-8781-5525
recruitment.headoffice@dbschenker.com

* Equal Opportunity Employer: at DB Schenker we are proud of our diverse workforce and we are committed in enhancing it further. Therefore, we welcome all applicants, regardless of gender, age, disability, nationality, religion or sexual orientation.