Manager for Global IT Service Desk in Global IT Operations

• Information Technology & Telecom
• Bagsværd

An attractive opportunity has become available as Manager for Global IT Service Desk, in Global IT Operations (GITO). Does your motivation come from building and managing a high performance support team in an international dynamic environment? Is your ambition to achieve higher standards for IT support and create visible results? Are you enthusiastic about understanding the business and bringing attention to key business challenges? Then we might have the right position for you.

Global IT is launching a new initiative to create the necessary core IT capabilities within infrastructure, IT Support, integrations, data management, and platforms that will enable the digitalisation and future growth of our business.

By joining Global IT, you will become part of a strong global community of more than 1200 skilled IT professionals, who are responsible for IT systems, services, and projects in Novo Nordisk, working in a truly global organisation based on agile principles.

About the department
GITO Service Desk and IT Support is a newly established unit consisting of multiple teams of highly skilled and dedicated employees located around the world in our sales affiliates and our Global Service Centre acting responsible for both 1st level support, Onsite support and single point of contact in the local sites, while also participating actively in Product Teams in our other Product areas such as Digital Workplace and Infrastructure.

GITO consists of 200+ employees across more than 25 countries with main hubs in Denmark, USA and India. Global IT Operations helps drive the digital transformation of Novo Nordisk.
The GITO Service Desk and IT Support Product Area covers core services such as Service Desk, On-site support and Major Incident Management, but also has a strong focus on incident management, knowledge management, problem Management, ITSM analytics, automation, self-service, self-healing and intelligent swarming.

The position
As a Manager of Global Service Desk, we expect you to hold the overall responsibilities of the Global IT Service Desk that include the management of external Suppliers of Service Desk and of the internal Regional Service Managers. The position will be directly reporting to Director of Service Desk & IT Support, GITO Denmark.

You will be responsible to manage the product area of Global Service Desk, and together with the GITO Service Desk & IT Support management team you will set strategy and directions for the Global Service Desk & IT Support Area, and in particular you will be driving the Global Service Desk strategies. Additionally, you are expected to actively identify the improvement areas or new IT or business process opportunities and communicating to line of business, global IT, and relevant stakeholders. You will be communicating to your team about the strategic vision so they can deliver on goals and objectives.

As Manager of the Global IT Service Desk, you will manage, lead, and support the Suppliers and the Regional Service Managers in their 24x7 operations driving Incidents to resolution and Service Requests to delivery. You will support the Region Service Managers in their day-to-day Service Desk operations including collaboration with local stakeholders and supplier delegates.

Within the Global Service Desk area, you will be overall responsible to ensure services, delivery schedules, scope of operations and managing budgets and confirming all employees in the department are updated with quality, governing policies, process adherence and cost efficiency of IT services in the region/area.

As manager you will be responsible to ensure qualified employees are promoted, employees with low performance are provided improvement opportunities through performance improvement plans. You will also responsible to build and maintain strong relations to key stakeholders within IT operations and security services to ensure that IT solutions/services are developed based on business requirements and that IT operations are maintained according to agreed requirements.

Furthermore, you are responsible to ensure high user satisfaction with the IT operations services and participate in managing the respective external service desk team in providing quality & timely resolutions to line of business.

You will also participate in the agile development teams of relevant product areas within GITO.
Your main stakeholders, besides your area, will be the rest of the management team in Service Desk and IT support, the GITO management team, senior stakeholders in the various business areas and regions of Novo Nordisk. The job is global, and some travel activity will be needed.

Qualifications
You hold an MSc, MBA or similar graduate degree in business administration, engineering, computer science or other relevant fields with 10 years of experience especially within the field of IT Support, Infrastructure Operations, and IT Service Management in global organisations.

You have a positive and engaging personality with ability to converse at all levels in the organization and interact with key stakeholders in a global organisation, developing strategies, driving innovation and continuous process improvements within such unit. Additionally, you must have experience in managing key senior management stakeholders through effective communication, regular reporting and a high degree of personal integrity.

You possess strong coaching and communication capabilities, have an ability to support a culture of change with an ability to challenge as-is. You must own very good interpersonal skills. Be able to manage relations to line of business management and to collaborate and communicate with external parties, primarily with vendors and consultants.

Having experiences with participating in agile transformations will be a plus.

Finally, you must possess excellent communication skills in English (written/spoken).

Working at Novo Nordisk
At Novo Nordisk, your skills, dedication and ambition help us change lives for the better. In exchange, we offer you an opportunity to work with extraordinary talent and benefit from a range of possibilities for professional and personal development.

Contact
If you want to know more, please reach out to Director Lasse Lundemark on +45 3079 2124 or [email protected].

Deadline
Please apply before 1st of August 2020.

Millions rely on us
To work for Novo Nordisk you will need the skills, dedication and ambition to change lives for the better for millions of patients living with diabetes and other chronical diseases. In exchange, we offer the chance to be part of a truly global workplace, where passion and engagement are met with opportunities for professional and personal development.