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Head of Global End User Support
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Head of Global End User Support
The success of a company depends on the passionate people we partner with.
Together, let's share our talents.
As a global leader in animal health, Ceva Animal Health believes our success is linked to our passionate people researching, developing , producing and supplying innovative health solutions for all animals, which contributes to the future of our diverse planet.
We are committed to ensuring the highest possible level of care and well-being for farm animals (poultry, pigs, ruminants), companion animals (dogs and cats) and wildlife.
Indeed, Our "Together, Beyond Animal Health" vision emphasizes that the health and wellbeing of people, animals and our planet are totally interlinked. More than ever, Ceva is committed to a "One Health" approach.
As part of our "Diversity, Equity and Inclusion" policy, Ceva Animal Heath is committed to the employment of people with disabilities and will make reasonable accommodations throughout the interview process to ensure an inclusive and accessible experience for all applicants. To request an accommodation, please contact a member of the Ceva Talent Acquisition team.
Your
missions :
Accountable for End User Support of all entities across 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 :
(Functional)
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.
(Leadership)
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.
