Global Service Desk Manager

Global Service Desk Manager, Copenhagen

 

Are you ready to take your next career step in a global and multicultural environment? Are you excited about user experience? We are extending our Global Service Integration And Management function with a Global Service Desk Manager.

 

What you'll be doing

As our Service Desk manager, you will formulate our end user support strategy, and define, and implement our Service Desk methodologies, frameworks, and toolset. You will measure their efficiency and drive continual improvements to keep them aligned with the constantly evolving practices and technologies. 

You will be responsible for the deliveries of our outsourced Service Desk team in India as well as the modernization of our end-user support through automation, AI, and other innovations.

Your primary tasks are:

• Organizational anchoring of the Digital end-user experience strategy, methodologies, and frameworks. As such measure their outcomes, drive continual improvement, and ensure compliance.
• Managing day-to-day Service Desk operations. 
• Acting as an escalation point for our business stakeholders, and IT service managers in the countries.
• Driving the modernization of our Digital end-user support channels.
• Developing and promoting proactiveness through our end-user experience monitoring tool Nexthink.
• Liaising with our local Service managers and onsite support teams to establish an integrated support experience.
• Owning the design and support of our ServiceNow instance

 

What we're looking for

An experienced Service Desk Manager, with relevant expertise preferably from the FMCG industry. Our main requirements are:

• Experience in maintenance of service desk for internal employees
• At least 5 years of experience from a similar position in a global organization.
• A good understanding of IT Service Management especially in regards to end user expectations.
• Proven experience with building and driving an outsourced offshore team in a global organization.
• A very good level of experience in IT technologies and practices.
• Technical experience with ServiceNow.
• At ease with communication to all levels and various geographies
• Strong stakeholder and change management ability
• Leadership experience driving adoption & improvements of a Service Desk
• Visionary and innovative without being afraid of hands-on in day-to-day business

 

What you can expect

This is your opportunity to join a company with great brands and rich heritage. It is an opportunity for you to create your own footprint at Carlsberg globally as Service Desk Manager and take Carlsberg on the journey towards delivering end-user support excellence. You can also expect:

• Flexible, hybrid work model
• Annual bonus based on company and individual performance
• Unlimited soft and coffee drinks in the office
• Monthly beer and soft drink allowance
• Well-equipped and comfortable office in the heart of Carlsberg City District in Valby, Copenhagen
• Opportunities to have fun together during regular Friday bars with alcohol and alcohol-free drinks. 
• Being part of a company with an enormous heritage and a strong connection with Denmark’s Capital City

 

At Carlsberg, we pride ourselves on being Purpose-led and Performance-focused in everything we do. Our diverse perspectives, unique abilities, and experiences don’t just shape our Performance, they make us who we are across the Group.

With so many iconic brands, we know our differences are what make us stand out. And while we are different, we are unified by our shared Purpose: Carlsberg should be a force for good, dedicated to brewing for a better today and tomorrow.

 

Interested? 
Apply through the link. The deadline for your application is the 11th of March 2024. Be attentive that we read applications continuously, and vacancies may be filled sooner than the deadline, so apply as early as possible.

We look forward to receiving your application.

Carlsberg Group: Brewing for a better today and tomorrow

For us success has always been in the diverse mix of our people, our beers and our brands. At Carlsberg, we want to recruit and develop people with a global mindset, cultural understanding, and international experience to ensure that our organization stays agile, inclusive and prepared for future growth. Only by acknowledging and harvesting from different perspectives and experiences, will we gain competitive advantage and leverage the effect of diversity for business growth. Carlsberg aims to create equal access to opportunity regardless of social identity, and we encourage everyone to apply regardless of gender, national