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Global End User Support Leader
Il y a 2 mois
Job Summary:
Ceva Santé Animale is seeking a highly skilled and experienced professional to lead our Global End User Support team. As the Head of Global IT Services, you will be responsible for ensuring the highest level of care and well-being for our employees and customers through effective IT service delivery.
Key Responsibilities:
- Accountable for End User Support of all entities across the globe.
- Develop a global strategy for IT service management, including worldwide usage of our IT service management tool (Ivanti) and IT asset management process.
- Ensure service levels are always met – assess, anticipate, and recommend appropriate actions and resources; investigate and understand requirements.
- Liaison with teams across regions to ensure consistent adherence to defined standards and processes.
- Prevent and resolve major incidents and problems.
- Create and publish SLA reports – identify challenges and service improvement plans such as backlog review, worldwide service catalogs, etc.
- Be the point of escalation for any service delivery-related issues.
- Build and maintain strategic relationships with key technology partners, sourcing providers to ensure swift ramp-up of team as and when required.
- Foster a high-performance team by communicating job expectations; planning, monitoring, coaching, counseling, and disciplining.
- Effectively delegate and focus team and resources on business priorities.
- Recognize problems by identifying abnormalities, reporting violations.
- Ensure that all technology resources are productive and aligned to the business vision.
Requirements:
- 10+ years of End User Support experience, including international support engagements.
- Strong analytical skills, experience solving practical issues, and engaging teams of multiple process partners to consensus.
- Strong knowledge on IT industry standards and best practices to develop organizational capability (people, processes, technology, knowledge) and process improvement models.
- Sound understanding of IT infrastructure.
- Working knowledge on Ivanti will be helpful.
- Hands-on experience with complex project management.
- Problem-solving, troubleshooting, and diagnosis skills for technical issues.
- Proficient in verbal and written English.
- Sound interpersonal and communication skills.
- Positive attitude towards others – respectful, honest, cooperative, high integrity.
- Willingness to learn – and teach – where required.
- Ability to collaborate with teams of all types, across international locations.
- Solution-focused – proactive with a continuous improvement mindset.
