International
Executive Recruiting – IER, http://www.ier-network.com
is an executive search company dedicated to helping organizations to find the
best executive management professionals in Germany, Europe and worldwide. The
international network with a unique search process gives IER an edge over many
other executive search firms.
We are seeking for our international
client a Head of Global Service (m/f)
ASSIGNMENT
DESCRIPTON:
§ Manage and drive the sub-departments by reducing the time needed
to de-escalate major incidents, reducing the number of major incidents and the
mean time to repair; optimize the Standard Incident Management Process, process
safeguarding and incident reporting processes and statistics, as well as
following up major incidents.
§ Lead line organization Global Service with 19 employees located
in Germany and additional (international) employees via Matrix and project
assignment.
§ Full budget responsibility for Global Service sub-departments
including forecasting and target performance achievement.
§ Take leadership to review, define and facilitate agreement on
overall strategic approach and Department Strategy.
§ Drive profitability and margin by improving operational
efficiencies, process innovation, continuous process improvement,
standardization, transformational change, capacity utilization and improvement
of unit costs.
§ Lead the company towards higher stability, quality focus, cost
efficiency and customer satisfaction.
§ Actively manage escalations to bring operations back on track,
protect margins and minimize market image impact.
§ Incorporate Change Management activities including stakeholder
management, communication, enablement and securing executive support.
§ Take responsibility to identify, assess and mitigate high-impact
risks. Overseeing all direct and indirect marketing activities including but
not limited to events, mailings, social media and marketing via partners (e.g. salesforce).
Responsibilities include executing as well as defining the marketing strategy
and processes.
ABOUT YOU - YOU
HAVE:
§ Minimum of 10 years track record in a large, multi-national
Information Technology organization with an emphasis on quality, process and
service management, especially in the area of incident management and 24/7
availability.
§ Strong track record leading a line organization of 15-20
employees.
§ Proven track record in a similar position in Senior Management.
§ Successful engagement with customers, specifically key
stakeholders, C-Level (including CEO, CFO, COO), Senior Management, IT
Management and Business Management.
§ Excellent abilities designing de-escalation, incident management
and quality management processes for global world-class organizations as well
as working in high-pressure and high-availability environments.
§ Results Driven - confident, thrives on hard work and consistent
challenge, and is quick on his/her feet. Monitors quantitative progress
measures and acts quickly on deviations from plan.
§ Service oriented - achieves exceptionally high levels of
customer satisfaction by carefully analyzing customer requirements and
overcoming all hurdles to adapting product and service delivery to those
requirements.
§ Candidates need to be fluent in English and German.
PLACE OF WORK:
§ Different locations in Germany possible
Keine Kommentare:
Kommentar veröffentlichen