Technical Domain Service Lead( Service Desk)

Technical Domain Leader – Service Desk

Hybrid, 2 days, Bucharest

• Will collaborate with Service Desk lead global

• Will focus on support provided in AMAS and APAC region

• Will not manage people or budget, but can be responsible for some purchase orders

• Will manage outsourced services based in India, including organizing meetings with outsourcers (frequency may vary depending on the level of the incident) and ensuring that reports are accurate

• Must have technical knowledge of the domain and ensure that the technical actions are properly executed, although they will not perform these actions themselves

• Will participate in the roadmap (twice a year) for continuous improvement or technical solutions (ex: new self-service tool)

• Will manage day to day delivery, including daily review of incidents, major incident management (during the day), meetings with external stakeholders to follow up on crisis, actions, change preparation, as well as communication and coordination with internal stakeholders

• Will be responsible for SLA and KPI review and the achievement of agreed target

• Work in an international environment with daily contacts with the US, Singapore, and Bangalore.

• Minimum 3 year in the current position

• 6 to 10 years of experience in IS and user support

• Strong knowledge of ITIL, best practice in incident management, change management, problem solving

• Engineer background

• Good knowledge of ServiceNow ITSM tool;

• Power BI represent an advantage

• English & French - advanced