job description.

Working with Sandvik Materials Technology can change everything. Including YOU.
We are searching for an
Service Manager - IT Service Desk to join our journey!

Sandvik Materials Technology (SMT) has initiated an exciting journey to explore the possibility of a separate listing on the Nasdaq Stockholm Exchange. With a clear direction for our journey ahead, utilizing our position as technology leader, progressive customer partner and sustainability driver, we aim to become an even stronger and independent company within our industry.

Our mission is much more than delivering good products, technology and processes – working together to develop solutions based on our customer needs, and, thereby, achieving our business goals is a better description of our daily work. With curious co-workers and safety as our first priority, we create a work environment where you can grow both personally and professionally.

We are already now starting to onboard several competences in the process to prepare for a new organizational set-up. Join our journey towards becoming a stand-alone company!

At the new established department End User Services within Sandvik Material Technology, we provide modern digital workplace services, tools for global collaboration and global support services with the goal to provide user-facing IT-services to all our employees globally.


responsibilities.

To support the separation of Sandvik Materials Technology from Sandvik, we will during 2021 together with a third-party supplier build-up a new Global IT Service Desk.
This role is key for setting the design, as well as establishing and developing the necessary services based on feedback and requirements from customers and stakeholders.

Once the design is set, the purpose of the position is to be the driving force and the point of contact towards the supplier and jointly provide clearly defined and reliable Service Desk services to the end users. This will include continuous improvements and automation of operations, as well as serving as the point of escalation in case of major issues affecting the services.

This position is a business facing role and it requires that you can understand business needs and establish and manage expectations from the business to secure that IT is able to meet those expectations with a high service level and with quality.

As highly appreciated service manager you are expected to identify customer business needs and translating them into services. You will manage incoming pipeline of new projects and demands. Lead the development of the Service Desk services by creating and defining the services, ensuring services are delivered in accordance with agreed business requirements, and managing the service and product roadmaps. As a service manager you will establish financial, business and pricing models for the services in scope. Work with various vendors and suppliers and ensure supplier performance and follow up service reporting metrics, budget and improvement plans according to agreed SLAs/OLAs


qualifications.

You are expected to hold a university degree in IT or similar work experience and have previous experience in service management role, preferably in the Service Desk area.
You should be able to manage multiple stakeholders with different maturity and requirements.

You are confident professional and have the tenacity to move forward, even in times of challenges. You are also expected to be collaborative, thinking strategic but also utilize existing capabilities internally and externally to take us to the new target operating model in the new company.

You are also not afraid to get into technical discussions and help solutioning Service Desk related projects/demands to a certain level using solution architects and engineers. You are self-organized, structured, have good communication and social skills. Have good Swedish and English skills, verbal and written. Some travel and willingness to adjust working hours is needed. 

• A few years of experience in service management role, preferably in the Service desk area.
• Good knowledge of Service desks area and IT management processes (ITSM)
• Experience of working with IT infrastructure and application areas.
• Experience in service and contract management in a multivendor global environment.
• Understanding of ITIL v3 service managements and operational processes needed to uphold a service.
• Ability to coordinate and manage global changes and initiatives.


application.

Location:  You will be located in either Sandviken or Stockholm, however we expect your presence in Sandviken at least a few days per week.

Contact us
Are you interested in learning more about this exciting job? Please contact:
Niklas Hammarberg, Head of End User Services at Sandvik Materials Technology
Office Phone: +46 26 264247 | Cell Phone: +46 70 6320543
Mail to: niklas.hammarberg@sandvik.com

Union contacts
Maria Sundqvist, Akademikerföreningen, +46 (0) 26 -26 39 93
Kjell-Åke Klockervold, Ledarna, +46 (0) 26-26 30 44
Mikael Larsson, Unionen, +46 (0) 26-26 31 66 


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Service Manager – IT Service Desk @ Sandvik Material Technologies

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Nyckelord

Architect, Architects, Exchange, ITIL, Management, Service Manager