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)
§ 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