Service Desk Senior Manager

Aeven, a leading Danish IT Service Provider headquartered in Copenhagen, is seeking an experienced and dynamic professional to join our team as a Service Desk Senior Manager.

With our European service desk deliveries expanding rapidly, we are looking for a talented individual who can lead and enhance the overall service desk experience.

Our clients, mostly critical organizations for Danish society, rely on us to provide excellent end user experiences when working with their core IT, making this role crucial to our mission.

As the Service Desk Senior Manager, you will play a pivotal role in managing and developing our European service desk deliveries. This position will be based in the Czech Republic and requires a leader with experience in managing people-heavy organizations and leading leaders. The ideal candidate will have a solid background in service management and possess a deep understanding of ITIL and Service experiences. Preferably also having an understanding of Danish culture.

Key Responsibilities:

• Lead the transition of new customers and agreements into our service desk environment, ensuring stabilization and quality while continuously adjusting to the customers need.
• Provide leadership and direction for the European service desk deliveries.
• Manage and mentor a team of leaders and service managers, fostering a collaborative and high-performance culture.
• Build on, and further improve, a great work environment where our employees thrive and grow for years.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Ensure compliance with ITIL practices and implement industry demands and best practices.
• Collaborate with cross-functional teams to meet and exceed SLA (Service Level Agreement) and XLA (Experience Level Agreement) targets.
• Develop and maintain strong relationships with key stakeholders.

Qualifications:

• Proven experience in leading people-heavy organizations and managing leaders.
• Strong background in service management and service support.
• Familiarity with Danish culture and the ability to adapt strategies accordingly.
• Experience in successfully transitioning new customers and agreements into a standardized environment.
• Demonstrated success in driving improvements in service delivery and customer satisfaction.
• Excellent communication and interpersonal skills.

Requirements:

• Bachelor's degree in a relevant field; Master’s degree is a plus.
• Certification in ITIL and/or SaFe.
• Minimum of 5 years of experience in a management role within an IT service environment.
• Proficiency in English; knowledge of Danish is a plus.

Employee Benefits:

• 5 weeks of vacations/year
• 5 sick days/year
• Flexible working hours
• Possibility to work from home
• Flexible cafeteria account for leisure (12,000 CZK/year)
• Meal vouchers in the amount of 100 CZK per workday (Aeven covers 55 CZK)
• Fully covered MultiSport card enabling free entry to sports facilities in the Czech Republic
• Free breakfasts on Mondays and monthly get-togethers
• Free fruits and vegetables from Monday to Thursday
• Wide selection of tea and coffee for free
• Height-adjustable tables
• Relax zones with Xbox
• Czech language lessons
• Annual flu vaccination for free

How to Apply:
Aeven is an equal opportunity employer and encourages candidates from all backgrounds to apply.

If you are a Service Management professional with a passion for leading dynamic service desk teams, contributing to the growth of an innovative IT service provider, and are experienced in successfully transitioning in new customers, we invite you to submit your resume and cover letter here.

Department: Østmarken 3a, Søborg

Lokation: Prague