Regional End User Support Manager
- Praha
- Trvalý pracovní poměr
- Plný úvazek
You will join a team of highly competent and supportive colleagues that collaborate across the globe. Right now we are on an agile transformation journey, creating an environment where we can develop our personal skills, as well as the IT maintenance for a digital and sustainable future for the mining and infrastructure industry. To support you and your team, you will have a leader that puts value in a cross-cultural team where you are encouraged to think new and contribute to continuous improvement and change.The key deliverables
- Service Desk: The remote support for the end users. You are the brigde of the Epiroc IT, the end users and the external service delivery organizations. Together with the vendor and contract manager you are responsible for the strategic development of the Service Desk service and for the relationship with the strategic Partner. You are the operational responsable person for the partner in your region, ensure quality and escalation with the partner.
- Desk Side Support: The local support for the end users. You are leading the team performing all task that cannot be managed remotely or require indepth technical knowledge, enable purchase activities, provide local guidance to the business. You are the trusted advisor of the business for the operational needs.
- Business Unit specific support: The IT onsite support of production unit, delivery centers and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.
- You will report to the Global IT Support Manager.
- Assess the end user's perspective of service performance through customer surveys
- Monitor and review the service performance (Service Performance Management)
- Coordinate the development of service level agreements (Service Level Management) and on-going management of service level compliance - internal within Epiroc as well as externally between Epiroc and its Partners
- Identify areas for enhancement and continuous improvement, as well as engage in proactive end user satisfaction analysis and apply feedback to the End Users Support processes and teams
- Communicate, prioritize and resolve delivery issues and risks
- Change Management: Participate in Global/ Regional Change Advisory Boards. Follow up on change requests beginning to end in the area of the End Users Support
- Dispute and Escalation Management
- Provide real-time analysis of daily incident volumes and customer experience to assure service level objectives are achieved and results communicated to all stakeholders
- Direct the planning, development, implementation, evaluation and on-going management of new and existing services
- Work with other Service Managers and Process Owners/ Managers to ensure that appropriate SLAs and underpinning contracts have been defined that clearly set out a description of the service and the measurements for monitoring the service
- Work with compliance, audit, risk and security teams to ensure that significant risks related to the service are identified and actions are taken to ensure that they are managed and compliant with legal, regulatory and contractual requirements affecting the enterprise
- Prepare and review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up
- Ensure regular communication of status and progress for major incidents. Represent Epiroc IT in the Major Incident Resolution process
- Provide the quarterly business service forecast to enable capacity planning for the requisite IT services
- Regional virtual team
- Team prepared to take regional action on short notice.
- Transparent service cost management
- Ensure regional adoption of routines and guidelines
- Management experience in Help Desk, Call Center Operations, Service Desk Management, or Technical Support in a Corporate/Enterprise environment
- IT Service Management experience
- Demonstrated effectiveness in managing multiple priorities and meeting deadlines in a fast-paced environment
- Demonstrated commitment to quality and continuous improvement
- Experience with developing, documenting, implementing, and ensuring adherence to operational procedures and expectations
- Experience with networking and interacting with industry peers to understand regulatory and market trends to continuously improve Epiroc's vendor relationship management
- Experience with IT best practice / ITIL; ITIL certification required
- Proven Project Management and Business Analysis capabilities
- University degree or equivalent competence gained through experience
- Fluency in English (oral and written is a must). Other languages are a plus
- ITIL Certified
- Project management is a plus