On behalf of our client we are currently looking for a Global Service Desk Manager
Project/Customer background:
The client is one of Europe's leading providers within chemical industry that specializes in the development, manufacturing, and marketing of synthetic rubber and high-performance elastomers.
Current Phase:
Operational run, scaling, and governance
Duration: 6 months
Skills:
1. Build the Global Desk
• Assess and clean: Map current regional setups and eliminate local redundancies.
• Launch model: Define and deploy clear global vs. local responsibilities.
2. Standardize Processes
• Harmonize rules: Align high-volume scenarios, routing, and L1 to L3 escalations.
• Deploy ServiceNow: Automate workflows and set global working standards.
3. Governance and Ownership
• Clarify roles: Define ownership between L1 to L3, local IT, and Service Owners.
• Review performance: Set up cross-country collaboration and regular reviews.
4. Transition and Adopt
• Roll out: Drive adoption with regional teams and gather feedback.
• Stabilize: Resolve launch issues and transition into steady operations.
5. Run Operations
• Daily ownership: Manage global ticket flows, backlogs, and stakeholder alignment.
• Maintain quality: Enforce agreed support standards across all regions.
6. Improve and Innovate
• Track metrics: Monitor KPIs, backlog aging, and customer satisfaction.
• Optimize: Push for self-service, automation, and future AI readiness.
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