Service Desk Team Lead

DP World, the global leader in port and logistics operations which handles more 10% of world trade, is seeking to build a dedicated IT Service Desk team in Poland. 

The IT Service Introduction Lead is responsible for leading projects to seamlessly integrate new IT services and sites into the Service Delivery team's operations. This role ensures alignment of service desk, incident management processes, and monitoring systems with project initiatives. This role is hybrid (3 days per week on-site).

 

Your responsibilities:

• Leading projects to integrate new IT services and sites into the Service Delivery team's operations, ensuring alignment with business objectives and IT strategies.
• Collaborating with project teams and stakeholders to define service requirements, establish service desk and incident management processes, and implement monitoring systems
• Ensure structured and controlled service onboarding, coordinating with relevant teams to facilitate seamless integration and monitoring of new services and sites.
• Developing and implementing best practices using the ITIL framework to enhance and improve the service introduction and transition processes.
• Continuously evaluating and refining service introduction and transition processes, identifying opportunities for efficiency gains and alignment with industry best practices.
• Monitoring and assessing the effectiveness of service introduction and transition activities, ensuring alignment with project objectives and driving improvements to achieve successful project outcomes.
• Developing and maintaining project schedules that ensure milestones are met, considering project dependencies and timelines.
• Coordinating with stakeholders to manage expectations and ensure project deliverables align with agreed-upon timelines and scope.
• Creating detailed implementation guides, processing workflows, and troubleshooting manuals to support team members during service introduction and transition phases.

 

Your profile:

• Minimum of 3 years of hands-on experience in a leadership role within a service desk or technical support environment.
• Hold a relevant degree in Computer Science, Information Technology, Business Administration, or a related field.
• Possess ITIL certification, with advanced certifications highly desirable.
• Strong technical background with proficiency in troubleshooting software and hardware issues.
• Strong understanding of service desk operations and hands-on experience with service management software and tools.
• Experience in overseeing service desks across multiple sites or geographies is preferred.
• Excellent communication and stakeholder management skills, capable of articulating technical information clearly to non-technical audiences.
• Proficient problem-solving skills, coupled with the ability to analyze service desk activity to drive continuous improvement.

 

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O. 

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.