Head of IT Service Desk EMEA

Responsibilities 

• Responsible for the delivering 1st level support to the respective countries.
• Ensures appropriate reporting and notifications to regional key stakeholders and countries CIOs.
• Ensures that key performance indicators (KPI) are measured and reported.
• Manages the regional harmonization of support processes, tools and methods following the central GOIS and global ITSD strategy.
• Establish measurable individual and team objectives that are aligned with the GOIS and global ITSD strategy and drive high customer satisfaction.
• Drives/supports initiatives to increase 1st level resolution ratio for all services, avoiding tickets and drive self-service measures.
• Drives and implements continuous improvement, to optimize ITSD operation model and improve KPIs.
• Manages all services, employees, and costs within his/her unit; provides effective leadership and management to staff which promotes high performance standards both individually and as a team.
• Sets-up and conducts resource planning, allocation of resources for projects and/or services, prioritization of tasks, as well as budget. planning, controlling and activities to keep the team budget.

Qualifications

• Bachelor’s degree in related technical/business areas or equivalent work experience.
• Typically requires at least 5-7 years of relevant technical and business experience in IT Service Support or IT Service Management. Good knowledge of ITIL.
• Preferred 5+ years leadership experience in managing regional cross-functional teams.
• High flexibility and willingness to travel.
• Fluent in English language skills.
• Cultural awareness. 
• Negotiation, decision-making and leadership skills.
• Experience in problem management

Your aspirations are our priority.   

Embark on a fulfilling career journey with DB Schenker GBS Bucharest today!  

As part of the DB Schenker global logistics network, our service center in Bucharest plays a pivotal role in connecting the world. With services covering Finance and Accounting, Air and Ocean, and Business Support, we offer a diverse array of opportunities tailored to your unique talents and ambitions. But what truly sets us apart is our commitment to fostering a culture of growth and development.   

At DB Schenker GBS Bucharest, your success is what matters to us.

Join us and discover what matters to you:

Attractive Compensation Package:

Annual performance-based bonus

Meal tickets, Cultural vouchers

Rewards & Recognition Program, Referral and Relocation bonuses

Christmas and Easter bonuses

Recognition of colleague improvement ideas (Ideas4SGBS)

Health & Well-being:

Hybrid or remote work options (location-dependent)

Private medical subscription with family discounts (children, spouse/ life partner)

4 short days per year (Leave Office Very Early)

Birthday day off

Extra vacation days based on seniority

Discounts on products/services (WorldClass Gym, 7Card, Therme, Samsung, etc)

Volunteering opportunities within the organization

Personal & Professional Development:

Mentoring program with access to Schenker Worldwide network

E-Learning platform for continuous learning

Promote-from-within career growth culture, giving our colleagues the opportunity to grow their career.