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Global Service Manager for End User Services

  • Wrocław, dolnośląskie
  • Kierownik
  • 2018-07-16

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Credit Suisse is a leading global wealth manager with strong investment banking and asset management capabilities. Founded in 1856, Credit Suisse has expanded to be a global force employing over 45,000 people in 50 countries. With new leadership, a new strategy and a streamlined global organization, we are set for growth. We partner across businesses, divisions and regions to create innovative solutions to meet the needs of our clients—and to help our employees grow.

    With a presence in Poland since 2007, Credit Suisse is committed to growing the businesses here. The Poland offices are of central importance to Credit Suisse’s approach to leveraging global talent base.

    We offer the chance to work for a renowned, international organization in a collaborative agile environment. We will invest in your development with ongoing opportunities for training, networking and international mobility. Join us and let's shape the future of Credit Suisse together.
    Global Service Manager for End User Services # 111770
    Workplace: Wrocław

    You will be a member of Central Service Delivery Team (CSD) being an integral function for the End User Services Productivity organization which is responsible for supporting the regional Productivity teams in delivering globally consistent Desktop, VDI and Citrix Services, Managed Print Services, Mobile and Remote Services. The team is based in Wroclaw, Warsaw and Pune. You will be based in Wroclaw.

    CSD collaboration in partnership with the regional teams, operational services leads and clients to ensure delivery of a stable and efficient service. As a CSD Global Service Manager you will be responsible for:

    • Assuring global visibility on all productivity services, their efficiency and effectivity.
    • Proposing and managing improvement initiatives bringing efficiency and increasing quality (governed i.e. via projects).
    • Collaboration with internal as well as external service providers.
    • Service assessments to ensure centralization opportunities can be realized and supported.
    • Implementing reviews of service quality, measuring performance variances, timely delivery of requests and communicating changes to the service offering
    • Building strong relationships with partners, assuring good quality and profitability of provided services, networking with partners to determine and evaluate their needs with the aim of setting priorities.
    • Creation and maintenance of service matrix and service level agreements.
    • Managing customer complaints and issue.
    • Cost management & Charging models.
    • Service Management Tool Chain oversight - Coordinate requirements and drive implementation against the relevant application owner or engineering.

    Open to discussing flexible/agile working.

    You Offer:
    • Bachelor’s Degree in Computer Science or Engineering or Physics or Math or related field.
    • Senior Service Delivery Management with 3-5 years hands-on experience.
    • You possess excellent project management and communication skills.
    • Strong customer orientation and negotiation skills.
    • Fluent written / spoken English. German will be beneficial.
    • Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
    • Strong Teamwork and communication / information sharing.
    • Attention to detail and proactive management.
    • Strong analytic, organizational and problem solving skills.
    • High level of professionalism, self-motivation, and comfortable in working in a very fast-paced environment with changing priorities.
    • Demonstrated ability to improve performance through service development and create an environment of continuous improvement.
    • Profound ITIL knowledge (ITIL-Foundation Certification mandatory, ITIL Intermediate will be beneficial).

    For more information visit Technology Careers.

    Our benefit:

    • Private medical care
    • Life insurance
    • Pension plan
    • Charity days
    • Training and development
    • Internal Mobility

    Other optional:

    • Language training course
    • Mentoring
    • Family – nursery and kindergarten funding, gift vouchers for Christmas
    • Parking allowance
    • Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
    • Employee discounts on various products and services (event tickets, consumer products, etc.)
    • Relocation package
    • Employee Referral Program
    • Flexible work schedule and working from home (home office)

    Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success.

    If you apply for this role this means you agree with the following statement:


    “Through my application for a role with Credit Suisse (Poland) sp. z.o.o. (the Company) I hereby authorize the Company to process my personal data for the purposes of job recruitment. Furthermore I declare that I am aware of the voluntary submission of data and I am informed about the right to access the data and the right to correct it, pursuant to the Personal Data Protection Act of 29 August 1997 (Journal of Laws [Dz.U] No. 133, item 883)”. I authorize Company to process my personal data for future recruitment processes.


    Furthermore, I authorize Credit Suisse Group AG and its’ affiliates, Taleo (UK) Limited, cut-e AG Kleiner Burstah 12 and milch & zucker The Marketing & Software Company AG to process my personal data.


    Credit Suisse and affiliates registration details.-


    Credit Suisse (Poland) sp. z.o.o                                               Registered office - 1 Icchoka Lejba Pereca street, 00 - 849 Warsaw
    Credit Suisse Group AG                                                           Registered office - Paradeplatz 8, 8001 Zurich, Switzerland and its’ affiliates
    Taleo (UK) Limited                                                                  Registered office - 78-586 Chiswick High Road, London W4 5RP, United Kingdom,
    Cut-e AG Kleiner Burstah 12                                                   Registered office - 20457 Hamburg, Germany and
    Milch & Zucker The Marketing & Software Company AG     Registered office -  Küchlerstraße 1, 61231 Bad Nauheim”