Manager for Service Desk Nordic
Vattenfall / Datajobb / Stockholm
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Vattenfall
We are now looking for a Manager for Service Desk Nordic with location in Stockholm. Vattenfall IT is the internal provider of IT for the entire Vattenfall Group. Vattenfall IT is an international Staff Function that provides efficient and reliable IT-services and support. Vattenfall IT has around 1 400 employees spread across units in Sweden, Germany, Netherlands, Denmark, Finland and Poland.
The IT-organization is divided into three departments: IT-Demand, IT-Supply and Group-IT. Operation IT Supply as a part of IT Supply provides and develops the Vattenfall's IT infrastructure services and application operation for our business.
Service Desk is a part of Client Services Department inside Operation IT Supply and provides one point of contact to support all IT users in Vattenfall.
Our offer
A challenging position in an international surrounding. Job description
The Service Desk support end IT users in Vattenfall with IT related issues, requests for information and registration of problems. The Service Desk is an international organization and consists of three different teams located in different countries - Germany, Netherlands and Sweden - in order to provide services in all of Vattenfall operating countries. The Service Desk Nordic is a part of the international Service Desk organization inside the Client Services Department. Manager for Service Desk Nordic reports directly to the Manager of Service Desk.
The Manager for Service Desk Nordic will be responsible for the following: * Secure the service level-agreements and the availability of office and other IT end-user systems.
• Ensure that resources are working according to defined processes.
• Ensure that tools are used in a correct way.
• Ensure optimum staffing of the Service Desk to receive the incoming incidents to the SD from end IT users within decided requirements.
• Ensure correct competence level in the Service Desk by planning and executing education programs.
• Perform employee meetings; salaries setting, performance reviews and performance contracts (group/individual targets)
• User administration of all VE-computer platforms.
• Advice and support regarding the department-specific equipment for the PC system technology in use.
• Cooperate with other Service Desks regions and other IT teams for information sharing, support and to ensure the quality of services in Vattenfall IT.
• Manage a Service Desk for the business, being accountable for cost and quality.
• Secure progress of project activities through support and coaching
• Monthly reporting of cost and KPI performance.
• Yearly preparation of budget plans.
Qualifications and personal characteristics
• University or College of Higher Education degree in information technology, mathematics, engineering or related subjects (or comparable training)
• Several years' working experience in the field of information technology, preferably in the area service desk organisation.
• Several years' management experience (also as a project manager)
• Experience in dealing with several parallel customer projects.
Further Requirements:
• Fluent written and spoken Swedish and English
• Good leadership skills and structured way of working.
• Excellent communication skills - ability to influence people
• Accountable by taking responsibility for actions and decisions.
• Proven team player - cooperative and performance oriented
• Convincing leadership qualities
• Experience in the strategic development and realisation of service desk processes
• Conflict management skills and empathy and self confidence and personal stability.
• Distinctive corporate competence
• Negotiating skills (especially with suppliers and in particular with internal clients)
• Above-average service orientation and strong identification with company goals
• Strong ability to work under pressure and high level of mobility
• Strong ability to abstract and the ability for logical-analytical thought
• Creative and a high level of initiative and involvement
This position is located in Stockholm.For more information about the position, please contact the acting manager Iwona Nabaglo-Nowak , Manager, Service Desk Manager, +48323033670. For information about the recruitment process, call Anna Appelgren +46 8 739 50 00.
Union representatives in Sweden
Johnny Bernhardsson Unionen, Inger Strandberg Unionen, Lars-Erik Näsman Unionen, Lennart Bengtsson SEKO, Trollhättan, Bertil Blomberg Akademikerna, Birgitta Carlsson Allmér Ledarna. To get in contact with the representatives, please call Vattenfall switchboard +46 8 739 50 00.
Welcome with your application with CV and cover letter via this page no later than October 7th 2012.
We look forward to receiving your application!
Publiceringsdatum2012-09-21Arbetstider och omfattningPermanent Position - Full Time
Så ansöker duSista dag att ansöka är 2012-10-05
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Ange följande referens när du ansöker: 12340-FF-00184
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Klicka på denna länk för att göra din ansökanKontaktFöretagVattenfall
AdressVattenfall
16287 Stockholm
Jobbnummer 1346075
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