IT Field Support Manager Europe- DB Schenker, Germany

 IT Field Support Manager Europe- DB Schenker, Germany


The IT Service Desk Europe II Field Support Manager is responsible for the Europe II Field sup-port operation of the ITSD (including resources) for local and Global IT services used in Schen-ker locations. The position will assist the Head of IT Field Support to ensure that there are support plans in place that are defined country by country and utilize either Schenker field resources or 3rd parties and the management of those resources. Issue resolution for applications, user hardware and network/infrastructure which cannot be resolved remotely and planned mainte-nances that require field support are the primary responsibilities, in addition to escalation management.

Your tasks:

    Responsible for the Europe II escalation management regarding ITSD Field Support top-ics, incl. support of decision making, risk management and prioritization  
    Ensures appropriate reporting and notifications to Europe II key stakeholders and that key performance indicators are measured and reported
    Field support will be dispatched by either L1 or L2 support using the Field support function within Service Now, setup will require configuration data to be captured, imported and maintained for internal & external resources so that resources are dispatched in the most efficient manner.
    Lead and facilitate post mortem / deep dive investigations into high impact incidents, take ownership to drive root cause investigation, risk mitigation, and ensure a permanent reso-lution is executed
    Resolution of tickets assigned to Field Support.
    Support to manage escalations and resolves customer complaints related to field support
    Ensures support and maintenance of local IT services (i.e. applications, user hardware and network/infrastructure which are defined country by country)
    Coordination of support for local installation of PCs, notebooks and software components, infrastructure in conjunction with local or global GIS programs
    Work with 3rd party suppliers in accordance with Schenker processes as identified by the country support plan.
    Quality of Service management including SLA / KPI compliance and corrective actions for internal / external resources.
    Identify and execute Continuous Service Improvements
    Resource management – planning, onboarding of new staff, target setting & review, disci-plinary (if appropriate) etc. in accordance with country specific rules & regulations.
    Implementation of global standards for the field support teams. (i.e. trainings, skills, tools)
    Ensures integration testing of new or changed solutions so that the Field resources pro-vide a first-class Quality of Service.
    Implementation of Branch Health Check (BHC) and Cyber Cafe concepts for all countries / branches within the region.
    The work environment for this position demands 25% of traveling.

Your profile:

    Multiple years directly related work experience
    Several years of experience in a supervisory Field Support role
    Ability to interact with employees at all levels
    ITILv3 Foundation certification
    Excellent organizational, communication, and problem-solving skills and a proven under-standing of IT business needs and knowledge of IT industry standard best practices
    Working knowledge of basic hardware and software products
    Excellent Microsoft Office Skills
    Fluent in English language skills (verbal & written)
    Several years of International business experience
    Several Years staff management of large teams
    Must be culturally diverse


Apply here:
https://karriere.deutschebahn.com/karriere-de/Suche/IT-Field-Support-Manager-Europe--6538188?utm_campaign=AlwaysAll&utm_content=&utm_source=Indeed&utm_medium=Organic_Jobad&utm_term=Akademiker

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