Pracodawca zakończył zbieranie zgłoszeń na tę ofertę

Head of IT Service Desk Hub Europe

Schenker Technology Center Warsaw Sp. z o.o.

  • offer expired 3 months ago
  • contract of employment
  • full-time
  • manager / supervisor
  • hybrid work
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Schenker Technology Center Warsaw Sp. z o.o.

Żwirki i Wigury 16C



Technologies we use

Operating system

About the project

The Head of IT Service Desk Hub Europe is responsible for the IT Service Desk Hub in Warsaw, comprising the management of the ITSD Teams delivering 1st level support to multiple clusters in Europe. She/he is responsible for the transformation of the Hub team to achieve usage of common tools and standard processes and way of working. The main tasks of the ITSD Hub EUR are to provide the global Level 1 Service Desk/Support for Schenker IT Services and the consistent reporting of support SLAs and KPIs. The Head ITSD Hub EMEA reports directly to the Global Head of IT Service Desk within the Global Infrastructure Services (GIS) department.

Your responsibilities

  • Manages the ITSD teams in the Hub to ensure delivery of 1st level support in the Nordics, Iberia, NEE clusters and the Global services during EMEA working hours

  • Ensures appropriate reporting and notifications to regional key stakeholders and that key performance indicators (KPI) are measured and reported

  • Ensures proper management of critical incidents (P1 handling) during EMEA working hours

  • Manages the regional harmonization of support processes, tools and methods following the central GIS and Global ITSD strategy

  • Actively contributes to defining and implementing the ITSD Roadmap in the Hub

  • Establish measurable individual and team objectives that are aligned with the GIS strategy and drive high customer satisfaction

  • Drives/supports initiatives to increase 1st level resolution ratio for all services, avoiding tickets and drive self-service measures

  • Drives and implements continuous improvement, to optimize ITSD operation model and improve KPIs

  • Manages all services, employees, and costs within his/her unit; provides effective leadership and management to staff which promotes high performance standards both individually and as a team

  • Sets-up and conducts resource planning, allocation of resources for projects and/or services, prioritization of tasks, as well as budget planning, controlling and activities to keep the team budget

  • Drives continues learning activities in the Hub

Our requirements

  • Min. bachelor’s degree in related technical/business areas or equivalent work experience

  • Min. 7 years of relevant technical and business experience in IT

  • Service Support or IT Service Management. Good knowledge of ITIL

  • Min. 4 years of leadership experience in managing cross-functional teams

  • High flexibility and good communication skills

  • Fluent in English language skills

  • Cultural awareness

What we offer

  • Having an impact. In our team every opinion matters. We are inviting everyone to bring their ideas along because we think that it helps us to create the best products possible

  • Minor benefits for you to enjoy. Holiday bonus, subsidies to private healthcare, sports cards, cinema, and theatre tickets and group insurance.

  • Great atmosphere. Awesome people, foosball and after work beer is at your disposal.

  • Challenges. We are not afraid of challenges because they are fun to solve Development. We are offering you not just a job but the place where you can professionally and personally grow

  • Open Communication. We strongly believe that good communication is at the core of all successful companies. That’s what we cultivate in our company as well.


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • leisure zone

  • holiday funds

  • charity initiatives