Global Workplace Service Delivery Manager

2 weeks ago

Stockholm, Stockholm, Sweden Ab Electrolux Full time

Solve complex problems. Decode the future.

At Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

All about the role:

In Electrolux Group IT you'll work in an international environment in an area and industry that is undergoing exciting changes and innovation. We strive to deliver high quality IT solutions and services to our employees, emphasizing efficiency, reliability, and user experiences of our IT solutions.

Electrolux Group Solutions team is strengthening its focus and capabilities in providing better services to employees, with digital collaboration. As Service Delivery Manager you will play a key role in defining and driving the service portfolio forward, focusing on driving commonalities for faster time to market and stable operations. An essential part of the role is to drive towards a common user experience regardless of geography, through a combination of software and hardware.

The IT Global Workplace Service Delivery Manager oversees the delivery of workplace managed services in a globally outsourced environment. This role ensures that end-users across different regions do have and are able to use reliable and efficient technology solutions to support their daily work.

In your role you will report to the Manager Global Workplace Technology Solution working in close collaboration, internally with the Teams responsible for Employee Experience, Collaboration Solutions, Video and Telephony Solutions and Software Asset Management. Externally you will work closely with workplace managed service partners.

What you'll do:

1) Service Delivery Management:

  • Collaborate with cross-functional teams, including Service Providers ensuring defined Workplace services, policies, processes and procedures are implemented, maintained and efficiently used.
  • Monitor service performance metrics, KPI/SLA/XLA, across the globe, identifying areas for improvement and driving enhancements.
  • Manage vendor Service Delivery relationships related to Workplace managed Services globally.
  • Facilitate global RFS for new service requests, scope change, work with Vendor Management Office.
  • Manage escalation process when overall service downgrade.

2) End-User Experience:

  • Provide leadership and guidance to the IT support team, ensuring timely resolution of end-user issues regardless of their geographic location.
  • Develop and maintain a knowledge base for common technical problems and solutions applicable to a diverse user base.
  • Coordinate with other IT teams and outsourced partners to address escalated incidents and service requests.
  • Understand the Electrolux users and stakeholders, their needs and challenges to drive improvements. Ensure end user experience friendly technology and easy to use processes.

3) Drive global Workplace service transformation:

  • Deliver excellent, modern and value focused Workplace Technology experiences.
  • Evaluate emerging technologies and recommend adoption strategies considering the global context and focusing on integration and automation.
  • Support partners driving transformation activities, aim for year over year cost reduction.

4) Stakeholder ́s management:

  • Communicate effectively with BA service delivery manager across all BA for any scope change within managed service scope.
  • Work closely with different workstreams within Global Workplace, SAM and IT Process to review and adjust service scope.
  • Provide regular updates on service performance, project status, and upcoming changes, considering time zone differences.
  • Work with Vendor Management Office for scope change or commercial impact.

Qualifications:

  • Proven experience in service delivery management, preferably in a globally outsourced Workplace Technology environment
  • Strong knowledge and interest in Workplace service and market trends
  • Strong experience in working with digital workplace related areas
  • Knowledge of ITIL framework and best practices
  • Ability to establish and focus on long term targets as well as short term deliveries.
  • Growth mindset with a can-do attitude to work towards short term and long-term objectives.
  • Customer and end user focus with a service mindset whilst maintaining a strong stakeholder management.
  • Strong ability to drive change and be a change advocate in challenging times.
  • Experienced and proven stakeholder management capabilities.
  • Solid experience from management of IT solutions including product and project management experience.
  • Exceptional communication and presentation skills.
  • Familiarity with cloud-based collaboration tools, mobile device management, and remote support.
  • Strong interpersonal skills with a collaboration mindset, used to work across different geographies.
  • Self-drive, strong influential leadership and relationship building skills.
  • Structured, fact based and persistent, also in times of uncertainty.

Where you'll be:

You will be based at Electrolux Group office in Stockholm, Sweden.

Alternative location: Cracow, Poland.

Benefit highlights include:
· Flexible work hours/hybrid work environment.
· Attractive social benefits package.
· Extensive learning opportunities and flexible career path.

We look forward to receiving you application

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:
Electrolux Group


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