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Supervisor, IT Service Delivery

Poziții disponibile: O poziție
167
1
FULL-TIME
Shared Services
Cluj-Napoca
Steelcase

Who we are: 

Steelcase was founded as an office furniture maker, and we've evolved into the global leader in workplace solutions. We apply our insights to the intersection of space, technology, and furniture, helping individuals and teams in leading companies around the world to have a better day at work. We pursue innovation, strive for sustainability and develop insights in every part of our business.

Who you are:
• BA or BS degree or equivalent
• Team leader, project leader, process leader, technical leader and/or 2-3 years of
professional or leadership experience required
• Should have leadership qualities consistent with organizational goals and company policy
• Understands key IT technologies, especially Microsoft technologies (Active Directory,
Exchange, Windows, Office, SharePoint)
• Previous IT work experience required
• Good interpersonal and facilitation skills
• Requires organizational and planning skills
• Able to work with staff and other teams to resolve problems
• A good English speaker, a second language is an asset (French, German)
• Occasional travel required

What you will be doing:

Primary duties
• You will supervise a team responsible for the day-to-day delivery of Service-Desk by handling resources and daily operations
• You will look after the workflow into the group, priorities, conflict resolution and deadline setting for team members
• You are accountable for incident management & problem management
• You will ensure focus on priorities, meeting objectives and advancing the skill and knowledge of staff
• You will measure and you will be accountable of the two function’s KPI’s & SLA’s in collaboration with the NA and EMEA Functional leaders
• You will identify and implement continuous improvement opportunities as well as growing team productivity & efficiency by pursuing shift to left transfers, automating existing manual processes, developing self-help for users, etc.
• You will be responsible of advancing continuous improvement by applying automation initiatives and establishing cross-group processes and dependencies

New processes & services:
• You will work closely with NA & EMEA IT leaders and level 2 skilled persons to understand
business needs, and to develop corresponding new processes/services expected from the
team
• You will adjust team resources, based on the support needs, and based on company
strategy
• You will ensure team gets updated with the accurate training/knowledge materials
(transfer of competences)

People management:
• You will handle behavior and performance of the members daily by setting expectations,
dialogue and giving frequent feedback
• You will lead by example, set standards for others in terms of rigor and behavior
• You will identify performance gaps and make recommendations for individual
development and contribute to merit increase process
• You are responsible of team members career development as well as providing
mentorship and feedback to help staff members advance through the IT Career &
Development Planning Program
• You are in charge of resource recruitment, utilization, and retention

Supervisor, IT Service Delivery
Steelcase
  • Cluj-Napoca

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