Global Service Desk Manager

Global Service Desk Manager

Global – Multicultural – Support Excellence – Beer – Passionate – Fun.

If these keywords resonate with you, you are almost there.

Are you ready to shape the future of IT support at Carlsberg? We’re looking for a visionary Global Service Desk Manager to take the helm – design, implement, and run our end-user support strategy. This is your chance to leave a lasting impact on a company known for its iconic brands and rich heritage.

Your Mission:
As our Global Service Desk Manager, you will be at the forefront of driving our end-user support strategy. You will define and implement cutting-edge methodologies, frameworks, and tools, continuously measuring their effectiveness and striving for improvement to stay ahead of evolving practices and technologies.

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

Your Key Responsibilities:

• Organizational anchoring of our Digital end-user experience strategy, methodologies, and frameworks.
• Measuring outcomes, driving continual improvement, and ensuring compliance.
• Leading the Service Desk operations, ensuring seamless support for our users.
• Acting as the escalation point for our business stakeholders and IT Service Managers across our markets.
• Driving the modernization of our Digital end-user support channels, embracing the latest technologies.
• 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, driving its continuous improvement.

What we’re looking for:

• An experienced Service Desk Manager with a strong background, preferably from the FMCG industry who possesses:
• At least 5 years of experience from a similar position in a global organization.
• A good understanding of IT Service Management and end user expectations.
• Proven experience with building and leading an outsourced offshore team in a global organization.
• A very good level of experience within IT technologies and practices.
• Technical experience with ServiceNow.
• Communication skills to all levels and various geographies.
• Strong abilities in managing stakeholders and driving change. Forward-thinking approach with a willingness to get hands-on with day-to-day operations.

What you can expect:
This is a unique opportunity for you to join Carlsberg and make your mark as a Service Desk Manager. You will play a pivotal role in our journey towards delivering end user support excellence. Here’s what we offer:

• A flexible work environment: support for your work-life balance.
• An international and multicultural organization: work in a diverse and inclusive environment.
• Professional growth: great professional challenges and opportunities for career development.
• An innovative culture: be part of a team that values visionary thinking and innovation.

Ready to make an impact?
Apply today through the link and be a part of our exciting journey towards excellence. Please notice that this is the only way we accept applications. For questions about the role please contact the hiring manager, Eddy Blanck on email [email protected].

The deadline for your application is the 30th of June 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, nationality, race, religion or any other characteristics protected by law.