Head of IT Service Management
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Storkøbenhavn
Head of Nordic IT Service Management – ALD Automotive
Newly established role with responsibility for developing and managing a high performing service delivery function that includes IT service Desk, and Application Support within the Nordics. As Head of IT Service Management, the Head of IT Service Management is key in supporting the business growth of the 4 subsidiaries in the Nordics through creating a scalable, timeable and knowledgeable IT Service Delivery capability.
With direct report to the Regional CIO, you become part of an IT organisation in change, where focus is on optimizing collaboration across deliveries, systems and digitizing relevant tools and processes, internally and in the business. The Nordic head office for IT is in Denmark, and in total, there are approx. 30 headcounts in IT, who work with development of software and applications, projects, infrastructure and operations, and service support to around 430 employees in the Nordics.
Rethink, design and ensure IT’s service deliveries across the Nordics
In the role, you join an ambitious agenda about improving and formalizing deliveries across the IT-service portfolio and making IT even more customer-centric and meeting customer needs. Together with a team of 3-4 resources, and an international support team in Bangalore, you set the direction for what, how and when IT-service deliveries are managed and executed. Most importantly, you are responsible for developing a professional IT-service desk and support, and your other tasks include:
- Ensure consistent support coverage to the business across all locations.
- Incident management, accurate reporting, and pro-actively initiate service improvements.
- Closely collaborate with the Service Delivery team at the central head office to enforce best practices and utilize their support services.
- Owner of the major incident process, ensure coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
- Design internal SLA’s and KPI’s along with peers in IT and business representatives.
- Oversee the supplier relations and contractual conditions for new and existing services within IT.
- Monitor and audit service delivery; ensuring processes are in place and followed.
- Contribute to IT budget and resource planning, and the long-term IT roadmap and strategy.
Service Delivery professional, with management experience from a Service- / Helpdesk
We expect you to be independent, proactive, and self-motivating, and with a strong customer orientation that includes a natural flexibility when it comes to customers, employees, and tasks. You are robust and can “push back”, when you meet obstacles and pressure, without losing your inspirational communication. You can accommodate many personalities and have empathy to lead, develop and motivate employees and stakeholders. You establish relations to and with the business and show understanding of their agenda – and solve problems rather than create conflicts.
Professionally, you most likely come from a similar role, managing a service desk and service deliveries, where you ensure smooth processes from development to services, and deliver customer service towards the business. Perhaps, you come from a role as Service Delivery Manager or Head of Service Desk, where SLA’s and KPI’s have been imperative. Your experience also includes the following:
- Experience in managing multi-site user helpdesk and/or application support teams and optimizing incident and problem management processes.
- Preferably experience from managing IT assets and licenses and negotiating with suppliers.
- Experience in creating and managing an IT Service Catalogue, designing Service Levels, and working with and in an ITSM system.
- Management experience and ability to coach and develop teams in implementing service management standards and processes.
- Build and maintain strong stakeholder relationships.
- An advantage with a bachelor or master’s degree, and/or relevant certifications.
- Fluent in English, and one of the Scandinavian languages.
Contact information
For more information, you are welcome to contact Claes Bendix Nørgaard or Camilla Svendsen from Hudson Nordic at phone 70277733. Hudson Nordic supports in the selection. To apply, please click “ansøg” on top of the page.
About ALD Automotive A/S
ALD Automotive is one of Denmark’s largest companies for car leasing and fleet management. We take care of every aspect of the car fleet and individual company cars. ALD Automotive offers fleet management and long-term vehicle leasing solutions to companies in over 43 countries. International and local teams are continuously working together to build tailored partnerships that best fit the customers’ needs. Placing customer satisfaction at the core of its strategy, ALD Automotive provides fleet managers and drivers with innovative tools and services to make their everyday business easier and meet new challenges to come. For more information please check www.aldautomotive.dk.
Information og data
Denne ledige stilling har jobtypen "IT-chef", og befinder sig i kategorien "Informationsteknologi".
Arbejdsstedet er beliggende i Storkøbenhavn
Jobbet er oprettet på vores service den 9.7.2021, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- IT-chef
- Storkøbenhavn
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