Global End User Support Leader

il y a 4 semaines

Libourne, Nouvelle-Aquitaine, France Ceva Santé Animale Temps plein

Global End User Support Leader

Ceva Santé Animale is a global leader in animal health, and we are committed to ensuring the highest possible level of care and well-being for farm animals, companion animals, and wildlife. As a Global End User Support Leader, you will play a critical role in achieving this vision.

Your Mission:

  • Accountable for End User Support of all entities across the globe.
  • Build a strong model for On Site Support and Service Desk and pilot our local partners providing this service with a defined & clear roadmap.
  • Develop a global strategy for ITIL usage, including worldwide usage of our ITSM tool (Ivanti) and ITAM Process.
  • Ensure Service levels are always met – Assess, anticipate and recommend appropriate actions and resources; investigate and understand requirements.
  • Liaison with the 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, WW Service Catalogs, etc.
  • Be the point of escalation for any service delivery related issues.
  • Build and maintain strategic relationship 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, counselling and disciplining.
  • Effectively delegate and focus team and resources on business priorities.
  • Recognizes problems by identifying abnormalities, reporting violations.
  • Ensure that all technology resources are productive and aligned to the business vision.

Your Profile:

  • 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 & diagnosis skills for technical issues.
  • Proficient in verbal and written English.
  • Sound interpersonal and communication skills.
  • Positive attitude towards others. Respectful. Honest. Co-operative. High integrity.
  • Willingness to learn -and teach- where required.
  • Ability to collaborate with teams of all types, across international locations.
  • Solution focused - proactive with continuous improvement mindset.

Ceva Santé Animale is committed to employing people with disabilities and considers all applications, including those from people with disabilities, on the basis of equal skills.

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