Team Leader – Global Service Desk (2nd Level IT&OT Support)

Team Leader – Global Service Desk (2nd Level IT&OT Support)

Afficher
secteur d'activité Corporate functions emplacement Melbourne, Australia. Type de contrat Full time
Afficher

Experienced in managing and developing a team of professionals in a dynamic, international and market-leading environment? Do you have affinity or experience with working in a global organisation and different cultures? We will  give you the opportunity to add value in our world-class projects alongside our talented experts!

Your Department

“Business unit Warehouse Solutions” is responsible for the development and execution of “Life-cycle Services” to our systems globally. As Team Leader 2nd Line IT & OT Support in the APAC region you are a key player in the department Global Service Desk, liaising between local Service Delivery Management and GSD management globally. The department you are joining provides 24×7 support to our growing set of customers with a strong desire to develop in to a “Hub” (follow the sun) support model.

Your Role

As Team Leader you will work within our Global Service Desk (GSD) organisation leading an experienced technical team of Information Technology & Operational Technology (IT & OT) Engineers. Together with the team you are ensuring an excellence of service to our global customers providing timely support, delivered in a professional way and adhering to the contractual Service Level Agreements (SLA’s) and internal Operational Level Agreements (OLA’s).

Key responsibilities and tasks:

  • Ensure continual alignment with peer GSD Team Leader(s)
  • Managing day to day operations within the team
  • Build and motivate team and set clear KPI's
  • Develop and mature the APAC hub
  • Drive business growth by developing the competences in the team to enable better performance
  • Support the team in critical issues as well internally as to external stakeholders
  • People management in adherence with HR policies
  • Lead team in meeting customer expectations, contractual SLA's and internal OLA’s
  • Together with the team embed and optimize the tools necessary for the support organization
  • Support continuity and continual improvement through a knowledge management approach leveraging process & tools to enable.
  • Liaise and be a sparring partner for your customer facing colleagues and your peer Team Leaders

Your Qualifications and Skills

We are seeking passionate and ambitious people, capable of making a positive impact on our key customers and internal team. Therefore, we are looking for a new colleague who has excellent people management skills, has a strong drive to win and goal oriented mentality with a hands-on approach. Besides, you will have:

  • A Bachelor Degree in a relevant subject preferably Computer Science/Mechatronics/Electrical/ Controls engineering;
  • Minimum 6 years working experience with experience in leading a team in an international environment; experience in industrial automation and/or warehousing environments are a plus;
  • Minimum 3 years’ experience in (technical) customer support; ideally low volume, high variation ticket environment;
  • A “Customer First” mindset, where your communication skills and proactive attitude make the difference
  • Solid understanding of ITIL/IT service management processes;
  • A continuously process improvement mind-set preferably experience in leveraging Six Sigma tools;
  • Excellent communication and stakeholder management skills;
  • An entrepreneurial mindset;
  • A high level of Cultural Awareness
  • Both verbal and written English are a must (Dutch and/or German speaking would be advantageous).
  • Living in Melbourne, Australia.
  • Australian Citizen or PR with full working rights in Australia.

How To Apply

Your cover letter should outline your relevant skills and experience and explain your motivation for your application.

Plus Management emplois

UK Careers

London, United Kingdom. Challenges in motion A challenging role with Vanderlande will help you to develop your career and satisfy your ambitions. We...
Afficher

Sales Engineering Manager

Marietta (Atlanta), United States of America. As part of the sales team, it is your responsibility to work collaboratively with the sales manager and customer to...
Afficher

Gruppenleiter (m/w/d) Microservices Platform

Dortmund, Germany. Ja, wir sind schon echte „Wow-Maniacs“. Weil wir aus dem Stand heraus Großes schaffen, im Kopf beweglich bleiben und immer...
Afficher

Manufacturing Engineering Manager

Acworth, United States of America. POSTION SUMMARY: The Manufacturing Engineering Manager oversees the development, deployment and sustainment of lean manufacturing engineering processes. This role will...
Afficher

Team Leader Global Service Desk

Veghel, Netherlands. Experienced in managing and developing a team of professionals in a dynamic, international and market-leading environment? We’ll give you the...
Afficher

Controls Engineering Supervisor

Marietta (Atlanta), United States of America. Vanderlande’s Engineering Department is responsible for the design, specification and commissioning of Material Handling Systems for our customers. The Controls...
Afficher

Construction & Logistics Manager

UK Remote, United Kingdom. Role Profile Title:  Construction and Logistics Manager UK Reports to:  Head of Project Execution WS UK (Matrixed to Head of...
Afficher

Engineering Group Leader

London, United Kingdom. Role Profile Title:  Engineering Group Leader –  Electrical, PLC & SCADA   Reports to:  Engineering and Construction Manager UK APS...
Afficher

PMO Program Manager

Veghel, Netherlands. Are you looking to develop your career in a direction that will involve you in driving standards for project management...
Afficher

Senior Manager System Architecture & Strategy

Veghel, Netherlands. Your department The System Architecture & Strategy team is part of the global Technology (R&D) organisation within Vanderlande. The team...
Afficher

Manager Engineering

, China; Germany; Netherlands; United States of America. Are you looking to develop your career in managing the complete Warehouse Operations of Vanderlande Veghel, and satisfy your ambitions...
Afficher

Pricing Strategy Manager

Veghel, Netherlands. Your position  As a Pricing Strategy Manager you will be responsible for defining and implementing the pricing strategy, supporting creation...
Afficher

Sr. Manager – PMO Supply Chain

Marietta (Atlanta), United States of America.
Afficher

Group Leader Ordering

Veghel, Netherlands. Are you looking to develop your career in managing the Ordering department of Supply Chain Center Europe and satisfy your...
Afficher

Controls Engineering Supervisor

Marietta (Atlanta), United States of America. Vanderlande’s Engineering Department is responsible for the design, specification and commissioning of Material Handling Systems for our customers. The Controls...
Afficher

Mechanical Installation Manager

Marietta (Atlanta), United States of America. Responsibilities Serve as a trusted and dependable leader of the site management team Build competence and increase overall team performance...
Afficher

Teamleider Logistiek Centrum Productie

Veghel, Netherlands. Wil jij graag een belangrijke bijdrage leveren aan een team van gemotiveerde logistieke medewerkers die samen zorgen dat de onderdelen...
Afficher

Technology Product Manager

London, United Kingdom. Role Profile Title:  Technology Product Manager Reports to:  Value & Analytics Office – Service Manager Context: This role operates in...
Afficher