Senior IT Service Manager

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Senior IT Service Manager
IT

Are you ready to lead a team of 8 experienced employees in our IT Service Desk spread across 7 sites serving 11 Xellia locations?

In this job, you get to apply both your technical understanding and strong business acumen to help ensure that we continuously improve our help desk processes with focus on firm procedures, check lists, root cause analysis, corrective and preventive actions, and also ensure that IT policies are followed at all times.

Join us and take the lead in a company which helps battle serious and often life-threatening infections.

Head of our IT Service team
Based at our office in Copenhagen, you will join our Global IT department, where you will be heading our IT Service team and become part of our IT Leadership Team.

The team currently consist of 8 employees in IT Service Desk spread across 7 sites, serving 11 Xellia locations. You will be directly responsible for the daily management of employees in Copenhagen, Oslo, Budapest, Zagreb, Shanghai, and Cleveland. Beside this, our IT Services Manager for our Global Center of Excellence, located in Bangalore, will report into you. You will use your leadership skills to manage and support a highly engaged global team.

Ensure a highly service-oriented approach to our business
A very important key task will be to meet business needs while maintaining a keen and dedicated customer focus. Managing and ensuring the development of your team will be another key task.
More specifically, your role includes:

  • Planning, coordinating, assigning, prioritizing and directing work in the Help desk team. This can be everything from smaller tasks to bigger projects
  • Overseeing the help desk function, providing Level 1 and Level 2 support and ensure all open issues are tracked, assigned and resolved as per ITIL framework
  • Help building a 24/5 service window for urgent IT issues by exploiting help desk in Europe, US, China and India (follow the sun) to the extent possible together with our Global IT Services Manager and our IT Leadership team
  • Improving help desk processes with focus on firm procedures, checklists, root cause analysis, and corrective and preventive actions. You will also have to ensure that IT policies are complied with at all times
  • Managing response time and capacity optimization by building further on the local help desk function, including training of personnel to allow a global approach. This also includes establishing processes to support this global approach. Local help desk staff will help resolve mostly local matters, but might from time to time be needed also to support globally
  • Managing/coordinating end-user training in close collaboration with the IT Leadership team
  • Reporting help desk status, challenges and initiatives to IT Leadership Team and propose mitigation actions. You will generate monthly executive reports containing work order flow (opened, closed, backlog), work order type, and aging work orders
  • Managing desktop, laptop, printer, software troubleshooting services, installation/testing new software, hardware and new desktop operating systems for use in our environment. You will also oversee OS, Office Suite, and software upgrades
  • Close co-operation with other IT Functions (IT Infrastructure & Operations, IT Business Applications, IT Governance & Compliance)

Make an impact
Joining us, you can look forward to navigating in an international, agile and truly multicultural work environment. Also, you become part of a company with an ambitious growth strategy where you will genuinely have the opportunity to influence things.

“The energy here is really unique. We may have a long history, but we are constantly evolving, and since we have a flat hierarchy, you will have ample opportunity to voice your ideas,” explains Head of Global IT Marianne Nørup-Nielsen.

A strong leader with profound business acumen and a good technical understanding
You are an open and transparent leader who masters the art of long-distance management and promotes a supportive and inspiring work environment.

Listening is a key skill of yours, and you put a lot of effort into finding the right fit for the business in both the IT solutions and the support offered. Therefore, your stakeholder management skills as well as your business sense need to be well-developed. Also, we expect you to:

  • have a bachelor’s or master’s degree, preferably within computer science, electronics or similar
  • have solid leadership skills and experience managing a similar team
  • have IT experience, preferably also from the pharmaceutical industry
  • have strong, hands-on help desk background, including desktop software and hardware troubleshooting skills
  • be knowledgeable in Microsoft Office, Microsoft Windows 10, Office365, and Internet applications
  • be open to travel 10% of the time
  • have excellent communication and presentation skills
  • speak and write English as well as Danish fluently
  • be able to adapt to custom applications and new software that is introduced in the company
  • be a team player with excellent collaboration skills to allow good relationships with General Manager at each site as well as the IT Management (and teams)
  • be focused on the “good customer experience” and customer satisfaction
  • be experienced and have good track record from process improvement work (experienced with ITIL processes or similar help desk/customer service tools is an advantage)
  • have the ability to think strategically and consider different models on how to deliver the service


Knowledgeable or familiar in functions including:

  • Network Administration - e.g. modifications to user rights, adding or deleting users
  • WAN - Troubleshooting connections escalate problems by placing service calls to providers and/or hardware vendors
  • Backup - monitor backups and prepare backup tapes for off-site storage
  • PC compatible hardware/software peripherals

Additional information

Starting date is as soon as possible, so please submit your application as soon as possible and no later than 10 August 2020. Because of the Summer holidays, we will not start interviewing before the beginning of August and will in the period up until not be able to answer questions.

From August, you are welcome to contact Head of Global IT, Senior Director Marianne Nørup-Nielsen at
+45 20 84 35 00 if you want to know more about the position or have additional questions.

We look forward to hearing from you.

Xellia Pharmaceuticals is owned by Novo Holding A/S and is a specialty pharmaceutical company leading in the development, manufacture and supply of anti-infective treatments. Headquartered in Copenhagen, Denmark, Xellia has global facilities in Europe, North America, and Asia, currently employing over 1700 people. With over 100 years of industry experience in developing last resort treatments for infectious diseases, Xellia is focused on the supply of products which not only save lives, but also improve and enhance patients’ quality of life. Together with us, you can help lead the fight against bacterial infections.
Read more about Xellia Pharmaceuticals here


Information og data

Denne ledige stilling har jobtypen "Kundeservicemedarbejder", og befinder sig i kategorien "Kontor, handel og service".

Arbejdsstedet er beliggende i København

Jobbet er oprettet på vores service den 9.7.2020, men kan have været deaktiveret og genaktiveret igen.

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Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
  • Kundeservicemedarbejder
  • København
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