Service Desk Manager (ServiceNow)

At our client, they work with a variety of products and systems that include the whole value chain. Their products are developed very close to the customer, which is one of the key competitive strengths. 

As an IT Service Desk Manager you will work closely in a small team with a IT Service Desk Providers, a Business to elicit demands and a IT Vendor Manager. You will own the solution portfolio for IT Service Desk, develop it according to global demands and manage continuous improvements to improve the service. 

Your responsibility will be to analyze and resolve the Business’ IT incidents and service requests with the help of our ticketing system (ServiceNow) and process ownership in a fully outsourced IT environment. You own and drive the development of the tool, refine established processes in cooperation with our Process Manager, control the performance of our Service Desk vendors, work with the customer satisfaction, run improvement activities and programs, own and continuously improve the Service Catalog, automate request fulfilment and broaden self-service capabilities. Contribute as a project team member and also act as project lead or steer projects with external project managers in your area of responsibility - Work in a Service Operation team to cover all areas of IT Infrastructure. 

Key Responsibilities and deliverables: 
• Design, plan, build a client owned ServiceNow instance based on current processes and workflows (to be reviewed and improved) with the support of our vendors and ServiceNow, following best practices 
• Own and develop our Service Catalog 
• Automate Service Requests, improve user self-services 
• Rework and continuously improve our support processes talking to our Service Desk and Infrastructure vendors 
• Each major IT vendor has his own Service Desk implemented; you manage the interfaces of those Service Desks amongst each other and towards the client; in addition you initiate and head activities to improve their cooperation 
• Follow up on support KPIs and SLAs, calculate monthly service credits 
• Participate in support escalations and support our Business towards lower resolution times (on process level, but also in individual cases where required) 
• Portfolio and budget ownership for the IT Service Desk, including invoice handling 

Your qualifications: 
• Worked in a Service Desk environment before, ideally with ServiceNow as a tool 
• A certification in ServiceNow (CIS, CAD, CAS or CSA) would be beneficial, but is not a pre-requisite 
• Profound ITIL v3 or v4 knowledge appreciated (Foundation training should be taken) 
• Know-how to develop the ServiceNow tool following an agile methodology 
• Able to map processes and workflows tool based 
• Ability to steer vendors by defined and agreed KPIs and SLAs 
• Excellent communication, presentation and interpersonal skills, ability to interact with diverse people across different functions/cultures 
• Strategic & logical thinking with great analytical skills 
• Fluency in written and spoken English