IT Service Manager - End User Services - Group

SYSTRA Is one of the world's leading engineering and consulting companies specializing in mobility and transport solutions. In Denmark, we are 350 people working from our 4 offices I Ørestad, Aarhus, Horsens and Esbjerg.

Context
The IT Service manager - End User Services will oversee the daily operations of the Danish IT service management (ITSM) processes, ensuring efficient and effective support for end users.

Missions/Main Duties
This role requires a strong technical background, exceptional leadership skills, and the ability to coach and manage a team of 3-5 IT professionals. Your role is directly connected to Denmark with direct reporting employees located at our office in Ørestad. Nevertheless, Nordic IS & Digital consist of employees in both Sweden and Denmark that work closely together in the same organization to deliver IT and digital services.

As you will have responsibility for IT service management on all 4 SYSTRA locations in Denmark, you will be visiting all locations regularly.

Key Responsibilities:

• Service Delivery Leadership: Lead a team of IT professionals to deliver high-quality IT services, meeting, or exceeding Business expectations.
• IT Service Process Optimization: Drive continuous improvement initiatives to optimize IT service management processes, enhancing efficiency and effectiveness. Oversee the implementation and management of ITSM processes, including incident management, problem management, change management, and service request fulfillment.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders ensuring a deep understanding of their business needs and expectations.
• Team Leadership: Lead, mentor, and coach a team of 3-5 IT professionals, fostering a culture of learning and development within the IT service team, promoting skill enhancement and career growth.
• Incident and Problem Management: Oversee the resolution of incidents and problems in a timely manner, ensure the IT service desk operates efficiently minimizing business impact and identifying root causes to prevent future occurrences.
• Technical Expertise: Provide technical guidance and support to the team, ensuring they have the knowledge and tools to resolve complex issues.
• Continuous Improvement: Identify opportunities for process improvements, implementing best practices to enhance service delivery and end-user satisfaction.
• Performance Monitoring: Monitor and analyze service metrics, preparing reports on team performance and service delivery effectiveness.
• Stakeholder Communication: Act as a point of escalation for end user issues and communicate effectively with stakeholders at all levels.
• Purchase Management: As an Engineering company we have a lot of suppliers, Support, and work with purchasing and purchase management.
• Finance and Administration: Ensure efficient financial management of IT services. Work together with Digital Business Partner Nordic with Budget and Cost control.

Profile/Skills
Who You Are

As a professional, you enjoy achieving good results through collaboration, driving improvements, and are energized by working right in the middle of the action. You take initiative to ensure successful delivery and work collaboratively with the team and stakeholders to address uncertainties. You gain motivation from the variety of tasks within your responsibility, alternating your focus between details and strategy, technology, and people. Being a Service Manager means developing a wide network of contacts, so dialogue and cooperation come naturally to you. To successfully coordinate with multiple business relations spanning across different organizations, proficiency in written and spoken English is a must.

Qualifications:

• Education: Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in IT operations or IT service management, with at least 2 years in a leadership role.
• Technical Skills: Strong technical knowledge of ITSM tools and processes, as well as a solid understanding of IT infrastructure, networks, and systems. General IT knowledge about Cloud solutions, IT security, infrastructure, integrations, etc.
• Certifications: ITIL certification (preferably ITIL V4) or other relevant ITSM certifications.
• Leadership Skills: Proven ability to lead, motivate, and develop a team, with excellent communication and interpersonal skills, fostering an inclusive and supportive team environment.
• Problem-Solving: Strong analytical and problem-solving abilities, with a focus on continuous improvement.
• Customer Focus: Commitment to providing excellent service to end users and enhancing their IT experience.

Further information:
If you have questions and are a candidate, please contact Nordic CIO/IT Director Torbjörn Larsson Tel. +46 (0) 722 – 19 16 71

We are looking forward to receiving your CV.
We do not want you to write a cover letter, just upload an updated CV and we will get back to you. Since we are conducting interviews on an ongoing basis, please submit your CV as soon as possible.

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Why SYSTRA?
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Offer details
Country/Region : Denmark

Location : Copenhagen

Field : Support & transversal

Type of contract : Permanent

Level of experience : 05-10 years