Head of Service Management and Support

vor 4 Wochen

Essen, Nordrhein-Westfalen, Deutschland dbschenker Vollzeit
Job Title: Head of Service Management and Support

DB Schenker is seeking a highly motivated and experienced Head of Service Management and Support to join our Global IT&D Land & Digital Solutions team. As a key member of our organization, you will be responsible for leading the service management and support activities, focusing on lean, stable, secure, and cost-efficient IT Service Operations for Land Systems and Digital Solutions.

Your 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 Service Operations Management (SOM) standards and agreed Service Level Agreement (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 Root Cause Analysis (RCA) in case of high-priority incidents.
Requirements:
  • Minimum master's degree in business administration, logistics, computer science, or related disciplines.
  • Experience in IT and digitalization service management.
  • Experience identifying process improvements and coordinating their implementation.
  • Practical knowledge of Agile Methods and experience in establishing Agile Organizations.
  • Proven track record in agile product development or general experience in agile methodologies.
  • Excellent understanding of project and application life cycles.
  • IT Infrastructure Library (ITIL) qualification.
  • Understanding of business and IT processes.
  • Strong customer service orientation.
  • Self-initiative, detailed-oriented with excellent analytical skills.
  • Flexible thinker able 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:
  • Flexible remote work.
  • National and international networking with colleagues at DB Schenker.
  • Stability and security.
  • Health and fitness programs.
  • A good working atmosphere.

At DB Schenker, you will be part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.

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