Our client Struers is a global leader in materialography both in machinery and materials. The company has a vast number of prominent customers. Struers is known as a great place to work with it’s emphasis on a healthy work – life balance and respectful team work environment. There is a constant focus on R&D. You will be based either in HQ Ballerup or the CZ office depending on your current location.

Job Title: Global IT ServiceDesk and Operations Manager

Department: Global IT

Location: Ballerup / HQ or CZ office

Reports to: Global IT Director

Position Type: Full-time

Travel: 25-30%

Purpose of the Position:

The IT ServiceDesk and Operations Manager is responsible for leading the IT Service Desk (4, DE,DK,CZ,DE) team and IT Operations team (4 DK, CZ), ensuring smooth and efficient support and operation of the organization's technology systems. This team is our biggest team in the Global IT department which is a total of ~20 FTE’s world wide.

This role focuses on delivering excellent end-user support, maintaining system stability, and aligning IT infrastructure with business goals with relevant IT project deliverables.

The manager will foster a strong user and service-oriented culture, enhance collaboration with IT ServiceDeks & Operations, as well with IT SecOps, and stay ahead of technological trends to enable business more effectively on our digital growth and transformation journey.

Struers has an on-prem setup (in DK own datacenter on VMware) that host our ERP (LN from Infor) realm and other key business applications. Global IT has extended our IT capabilities to Microsoft Azure cloud, so we run in a hybrid scenario. Dependent on the right use case we implement where there are the best business benefits vs. cost seen from a global perspective. We are a dedicated insourced team with assistance from externals when/if needed.

Key Responsibilities:

Leadership (50%):

• Lead the 2 teams Global IT ServiceDesk & Global IT Operations team, including delegation of activities, setting performance objectives, skillset upscaling, and providing coaching and support, and facilitate structure (operations vs. development/projects) in the daily operations.
• Ensure employee professional development in the teams.
• Build and nurture a strong user and service-oriented culture through regular user surveys and continuous dialogue with users.
• Proactively manage stakeholder relations through dialogue and alignment of expectations with peers, users, and subject matter experts.
• Foster constructive cooperation within the 2 teams to improve service delivery and user satisfaction.
• Ensure DevOps (CI/CD, terraform, GitHub etc.) approach in the team where relevant.
• Ensure that Global IT infrastructure keeps up with relevant roadmap so we limit legacy platforms.
• Be responsible/owner of basic ITIL roles and processes:
  • Incident (& Major incident) management
  • Problem management
  • Change management + CAB meetings

System Administration (20%):

• Delegate/administer and configure various services and systems, such as the IT Service Desk system and service catalogue (ITMS/CMDB in platform FreshService)
• Develop, implement, document, and continuously improve IT standards, policies, and processes.
• Stay up to date with industry trends and recommend new technologies that address relevant business needs and IT scalability.
• Maintain all systems to ensure stability and achieve the agreed System Uptime KPI objectives.
• Ensure all key platforms are properly monitored in our monitor tool PRTG.

Service & Support (30%):

• Operate a global IT Service Desk & IT Operations to ensure timely resolution of incidents across the organization and collect feedback (NPS) from users and stakeholders to help drive improvements (CSI).
• Maintain and manage AD users, mobile phones, laptops, meeting rooms, and printers (Asset management).
• Own the IT service management process ITIL, including service catalogue (SW + HW).
• Orchestrate user training and create user/company guides when relevant.
• Act as a single escalation point of contact for all incidents, changes and problems, ensuring they are logged, monitored, and resolved by the appropriate owners and according to agreed SLA’s.
• Own the communication with users when services are disrupted, or new resources are available.
• Ensure fast and stable delivery of IT services to the business together with rest of Global IT team members.
• Together with IT SecOps manager, Implement and monitor security measures to protect the organization's data and systems.

Project Execution:

• Execute IT projects according to objectives, timelines, and budgets.
• Follow the end-of-life cycle for all infrastructure/Hardware/Software components.

Audit Compliance:

• Successfully pass internal and external IT audits with no or only immaterial observations.

Continuous Service Improvement (CSI):

• Continuously evaluate and improve IT processes to enhance efficiency and effectiveness.
• Identify and implement new technologies and methodologies to improve IT services.
• Making sure sustainment of our changes/improvements.

Management:

• Manage the budget, including forecasting and controlling costs.
• Proactively manage stakeholder relations through dialogue and alignment of expectations.
• Help develop and implement IT strategies that align with the organization's goals/strategies.

Qualifications:

• Relevant education - Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 7 years of international working experience in IT, with at least 3 years as a manager/leader, preferably within international organizations.
• Relevant experience and demonstrated ability to configure and run an IT service desk.
• ITIL certification required.
• Experience with Microsoft solutions, such as Azure, SharePoint, Teams, and Office 365.
• Minimum of five years of experience in IT operations management.
• Knowledge of IT infrastructure (network, datacenter, cloud services, cybersecurity).
• Experience with managing cloud environments.
• Strong project management skills, maybe PRINCE2 certified.
• Strategic planning and problem-solving abilities.
• Vendor management experience.
• Fluency in English, both written and spoken.

Personal Characteristics:

• User-oriented and service-minded.
• Proactive self-starter with achievement orientation.
• Well-organized and structured.
• Strong communicator with excellent interpersonal skills.
• Strategic thinker with an international mindset.

If you would like to know more about this position please reach out to Carsten Nielsen, Right People Group by email can@rightpeoplegroup.com or phone +4520334546