Service Desk IT Operations Manager

Focus: Operational Management of the Service Desk

Responsibilities

Technical Leadership of the Service Desk: Operational management of the Service Desk and ensuring personnel readiness; Performance Management: Monitoring of Service Desk KPIs and ensuring that work packages are delivered according to Service Level Agreements (SLAs); Stakeholder Management: Regular exchange with IT Service Managers in Germany to align strategic goals; Process Optimization: Identification of efficiency potential within the Romanian team for cost reduction; Onboarding and Training: Responsibility for knowledge transfer and the further development of local experts; Continuous Improvement: Conducting regular service reviews and identifying efficiency improvements in the team; Resource Planning: Ensuring coverage of critical service times (On-Call/Shift-Planning); Knowledge Management: Knowledge management includes knowledge transfer, Service Desk knowledge management, and Shift Left strategies

Requirements

Several years of experience in leading IT teams in a shared-service environment; Sound ITIL knowledge (Expert or Managing Professional Level); Excellent communication skills in English; Awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth

Nice to have

German language skills

Benefits

Competitive salary; Multiple bonuses (performance, attendance, holidays); Private medical plan with Regina Maria; Access to wellness at Belaqva; Hybrid work policy; Provided transportation in Brașov area; Mentorship from expert leaders; Bookster subscription