Service Desk Operations Manager

Join our dynamic Service Relations & Digital Enablement team within the IT department.

About Uniper

At Uniper, we are actively reshaping the energy landscape while ensuring a reliable energy supply. As a globally operating organization, we foster diverse teams and offer flexible working arrangements for our employees. Our corporate ethos is built on equal opportunities, mutual respect, and appreciation. Here, you will have the chance to innovate new business models, develop technological solutions for a sustainable energy future, and play a pivotal role in driving change.

Your Key Responsibilities

Strategic Development

• Collaborate with the Head of Service Relations and strategic partners to formulate and execute the future strategy and operational framework for mySupport Services, encompassing the Service Desk and Virtual Agent operations.
• Identify and implement enhanced operational methodologies within the mySupport domain (Service Desk, Virtual Agent team, Walk In Centers, and Local Support) to improve efficiency and user satisfaction.
• Present operational excellence within the mySupport sector, focusing on waste reduction and process optimization.
• Work alongside other Uniper teams and strategic partners to determine the most effective tools and processes to achieve operational goals, ensuring proper implementation within the Service Desk and Virtual Agent teams.

Contract Management and Partner Integration

• Oversee contract negotiations with selected strategic partners for future agreements.
• Define Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for new operational methodologies, ensuring excellence and effective tool utilization.
• Collaborate with strategic partners to implement contract modifications (SLAs, KPIs, processes) in a sustainable and efficient manner.

Management Responsibilities for Service Desk and Virtual Agent Teams

• Direct and manage the operations of Service Desks and Walk In Centers.
• Guide vendors in the evolution of mySupport services, advocating for new features and enhancements.
• Ensure proper onboarding, extension, and offboarding of vendor personnel.
• Maintain comprehensive records of vendor staff, including User Access Management (UAM) requirements.
• Represent the line manager and Service Relations in stakeholder discussions.
• Identify and resolve business risks associated with mySupport services.
• Ensure compliance of Service Desks and Walk In Centers with established processes, policies, and Uniper standards.
• Conduct supplier governance and provide monthly performance ratings to suggest improvements.
• Facilitate internal mySupport service review meetings.
• Actively participate in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for mySupport services.
• Serve as an escalation point for vendor and internal stakeholders regarding service issues.
• Support MTP planning as the service owner of the mySupport contract.

Incident Management

• Manage urgent issues by escalating and involving the appropriate parties to ensure timely resolutions.
• Work towards ownership and resolution of incidents lacking defined services.

Project and Service Enablement

• Ensure Service Desks and Walk In Centers are prepared for upcoming projects and rollouts impacting end users.

Communication

• Identify training needs for external staff and collaborate with management to address these gaps.
• Provide or approve end-user communications regarding mySupport (e.g., service launches and maintenance notifications) and coordinate internal communications for operational staff.

Change Management

• Work closely with the Service Relations manager to prepare for changes affecting users, ensuring staff are equipped to handle inquiries and incidents post-change.
• Report systematic issues related to changes to the Continuous Improvement Coordinator.

Stakeholder Management

• Represent mySupport services in all stakeholder meetings.
• Engage with a diverse range of stakeholders to assess user satisfaction and address any concerns in collaboration with the Continuous Improvement Coordinator.

Operational Excellence

• Support the DXC team in enhancing their operational maturity and efficiency.
• Manage Operational Excellence initiatives to improve user experiences with Service Desks and Walk In Centers.
• Identify areas for improvement and collaborate with Service & Improvement Coordinators and other Service Owners to enhance user experiences.

Reporting and KPIs

• Drive the development of SMART KPIs for Service Desk and Walk In Center teams.
• Monitor the health of mySupport services and ensure compliance with KPIs and metrics, taking corrective actions as necessary.
• Coordinate reports, including Service Owner feedback, first fix rates, and incident reviews, to identify actionable opportunities for service enhancement.
• Create a service roadmap in collaboration with the supplier and ensure implementation of agreed actions.

ServiceNow Ownership

• Oversee ServiceNow modules, including Survey and Service Operations Workspace.

Your Profile

Essential Qualifications:

• Bachelor's or master's degree in computer science, information systems, business administration, or a related field, or equivalent experience.
• ITIL certification or equivalent experience.
• Proven experience in managing ITIL processes within a multi-vendor environment.
• Experience in managing helpdesk operations, preferably in outsourced or offshore settings.
• Background in IT Service Management across various roles in organizations with multiple locations, ideally across different countries.
• Strong understanding of ServiceNow platform modules and related ecosystems, gained through experience in transformation projects.
• Demonstrated ability to influence key stakeholders and negotiate architectural directions within complex contexts.
• Deep understanding of the business value of exceptional IT Service Excellence and operational performance.
• Experience in designing operational concepts to adapt to evolving environments and requirements.
• Experience in implementing organizational changes, including in outsourced settings.
• Experience in contract negotiations and the development of KPIs and SLAs.
• Experience in managing outsourced environments during transitional phases.
• Experience in onboarding new strategic vendors.
• Knowledge of operational excellence principles and implementing improved methodologies.
• Experience with AI-related projects, including the implementation of Virtual Agents.
• Experience in managing the impacts of AI-related projects in outsourced environments.

Desirable Qualifications:

• Experience in green-field ServiceNow implementations and migrations from existing ITSM tools to ServiceNow.
• ITIL v4 certification.
• Hands-on experience in developing Service Operating Processes and Procedures.
• Skills in third-party management, collaborating closely with sourcing and vendor managers.
• Experience in building and implementing Service Improvement Plans.
• Ability to develop staff through coaching, mentoring, and performance management.
• Proven track record in researching and developing business cases.
• Experience in implementing IT controls and compliance requirements into efficient operational processes.

Your Benefits

At Uniper, we reward our employees with competitive salaries, excellent pension plans, and health-related benefits for their dedication to shaping the future of energy. You can expect a supportive work culture that encourages creativity and innovation. We offer various flexible working arrangements and support for home office setups. Through regular training and workshops, we work together to help you visualize your future within our company. We are committed to helping you realize your potential, achieve your personal goals, and reach your ambitions. Join our diverse team of international colleagues from over 80 countries.

Work-Life Balance / New Normal:

• Flexibility in choosing how, where, and when to work in alignment with your team and job requirements.
• Modern and ergonomic equipment for your workplace (home & office).
• Support for balancing personal life and work, including sabbaticals and part-time options.

Mobility:

• Car and bike leasing options (deferred compensation).
• E-car charging stations available at most Uniper locations.

Health Offers:

• Flu vaccinations.
• Preventive health services.
• Employee assistance programs.

Company Pension:

• Employer-funded contributions to a modern pension system.
• Options for self-funded contributions with employer matching.

Training Opportunities:

• Continuous training and development.
• Coaching support.

Our employees are the cornerstone of our success, and we offer numerous local benefits to help you reach your full potential. We are looking for energy innovators.