Head of Service Management
Vor 5 Tagen
About the Role
We are seeking a highly motivated and experienced Head of Service Management & Support to join our Global IT&D Land & Digital Solutions team at DB Schenker. As a key member of our organization, you will be responsible for leading the service management & support activities with a focus on lean, stable, secure, and cost-efficient IT Service Operations for Land Systems and Digital Solutions.
Key Responsibilities
- Act as the single point of contact (SPOC) for all escalations or coordination requests in case of major incidents, problems, or changes.
- Ensure adherence to the overall Schenker IT SOM standards and agreed SLA coverage.
- Organize application-specific Service Request Management.
- Be the responsible contact for external suppliers and their service delivery.
- Provide input to the overall reporting regarding operational stability of the respective applications.
- Ensure that the Service Now Service catalogue for the respective services is kept up to date.
- Provide RCA in case of high-priority incidents.
Requirements
To be successful in this role, you will need:
- A minimum master's degree in business administration, logistics, computer science, or related disciplines.
- Experience in IT & digitalization service management.
- Experience identifying process improvements and coordinating their implementation.
- Practical knowledge of Agile Methods and experience in establishing Agile Organizations.
- A proven track record in agile product development or general experience in agile methodologies.
- Experience identifying process improvements and coordinating their implementation.
- An excellent understanding of project and application life cycles.
- IT Infrastructure Library (ITIL) qualification.
- An understanding of business and IT processes.
- Strong customer service orientation.
- Self-initiative, detailed-oriented with excellent analytical skills.
- Flexible thinking and the ability to operate in a changing environment.
- Team player with very good communication skills.
- Fluent Business English (written and spoken).
- Excellent MS Office skills (Word, Excel, PowerPoint, Outlook, Visio, etc.).
What We Offer
At DB Schenker, we offer a dynamic and supportive work environment that allows you to grow and develop your career. As a member of our team, you will have the opportunity to work with a global logistics network that connects the world. We welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.
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