Software Support Manager

**Grateful to have someone who counts on you? Our Software Support teams are.**

Few things are as rewarding as putting a customer’s mind at ease. As a **Software Support Manager** at Marel, you will ensure an efficient global software support organization with the right capabilities and capacity to provide customers with timely and seamless support for their software/digital matters.

You will be responsible for developing the Global Software Technical Help Desk and Cloud Operations Team. Additionally, your scope of the responsibilities includes defining & delivering Marel’s remote access policy for customer factories including definition of protocols and ways of working in collaboration with Software Solutions (SwS), Service, and IT.

In your daily tasks, you will:

- Manage and support teams of software support specialists responsible for supporting customers and employees in operating and maintaining Marel software and digital solutions.
- Together with the Software Service Director, develop the software support products (e.g., 24/7 SLA)
- Strategically define and develop a software/digital support helpdesk with global reach
- Strategically define, build, and manage a cloud operations team that can support expected growth in cloud connectivity incl. main ITIL processes
- Deliver on global technical support KPI’s as defined by the Software Service Leadership Team and Global Service, and identify and implement improvement opportunities
- Co-develop software service products and shape support organization to be able to deliver them
- Manage Marel’s customer remote access policy and its implementation

You will be part of the virtual Global Technical Support team and report to the Software Service Director.

**Who are we?**

We are a team of problem-solvers from all over the world, proud to be working on transforming the future of food. As world leaders in advanced food processing solutions, we can contribute to creating a world where quality food is produced sustainably and affordably - As we grow and mature, we need you to provide opportunities for improvement to our processes.

**What´s in it for you?**

There’s nothing like the feeling you get when you do something worthwhile for a living. That said, coming home from work knowing you made a difference is just one of the great things you can experience at Marel. You can also expect:

- Freedom to take initiative and make an impact in a growing global business
- Workplace where you can drive changes
- Recognition for your achievements
- An environment of trust and respect

**What kind of a person are you?**

We encourage each of our 8,000+ employees to bring their unique self to work and aim to make everyone feel recognized, valued, and free to explore their potential. We’re committed to creating an inclusive culture and welcome new colleagues from all walks of life. You will recognize in yourself that you:

- Do your best to help us thrive, take ownership of your work and stand behind your decisions
- Collaborate with others and remain open to new ideas
- Stay enthusiastic and focused on our mission

In order to be successful in this position, we expect that you have Bachelor’s or Master’s degree in relevant software area with strong problem-solving and people management skills. Moreover, you bring with you:

- Extensive experience of support management (ideally software), i.e. knowledge of principles and processes for providing customer service
- Demonstrated ability in building and managing diverse and globally distributed teams against challenging service goals.
- Good understanding of the implications of Infrastructure-as-a-Service and Platform-as-a-Service and experience of running such services to build and deliver software.
- Deep understanding of enterprise cloud computing service platforms and distributed systems at scale
- Ability to understand business needs & execute business improvements to achieve high customer

**Interested?**

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