IT Service Manager

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IT Service Manager
IT

Are you ready to lead a team of 7 experienced employees in our IT Service Desk spread across 5 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.

The job as IT Service Manager
Based at our office in Copenhagen, you will join our Global IT department, where you will be heading our IT Service team with direct report to IT Infrastructure & Operations Director.

The former IT Service Manager (who has moved to a Senior Project Manager position inside Xellia) are handing over a great performing team of 7 employees in IT Service Desk spread across 5 sites, serving 11 Xellia locations. You will be directly responsible for the daily management of employees in Copenhagen, and remote management of employees in Budapest, Zagreb, Shanghai, and Cleveland. Beside this, you will work tight together with our Manager of IT Operations, Services and Security for our Global Center of Excellence located in Bangalore. 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 smaller 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 20/5 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 Center of Excellence in Bangalore 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.
  • 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.
  • 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 Security, 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 CIO Marianne Nørup-Nielsen.

A strong leader with profound business acumen and a good technical understanding
You are an open and transparent leader based in Denmark, 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 solid 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
  • have excellent communication and presentation skills
  • speak and write English 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 throughout the organization
  • 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


Additional information

Starting date is as soon as possible, so please submit your motivated application as soon as possible and no later than 6 August 2023.

You are welcome to contact Director IT Infrastructure & Operations Lars Thomsen at +45 21 22 74 82 if you want to know more about the position or have additional questions.

We look forward to hearing from you.

Xellia Pharmaceuticals is a specialty pharmaceutical company developing, manufacturing and commercializing anti-infective treatments against serious and often life-threatening bacterial and fungal infections. Headquartered in Copenhagen, Denmark, Xellia has a global footprint with R&D, manufacturing and commercial operations across Europe, Asia, the Middle East and North America. Xellia is wholly owned by Novo Holdings A/S and employs a dedicated team of over 1,800 people.
With over 115 years of experience, Xellia is a world-leading trusted supplier of several important established anti-infective drugs, comprising active pharmaceutical ingredients as well as injectable products. Continuing the Company’s evolution, Xellia is generating an innovative pipeline of value-added anti-infective medicines intended to enhance patient care, providing convenience and ease of use for healthcare professionals.
Together you can help us lead the fight against infections.
Further information about Xellia can be found at: www.xellia.com
Connect with us on LinkedIn


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 5.7.2023, 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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