Supervisor IT Service Delivery
Steelcase France
Cluj-Napoca, Romania
10 zile în urmă

Job Description

Supervisor IT Service Delivery

Mission : Primary duties

Primary duties

  • Supervises a team responsible for the day-to-day delivery of Service-Desk and IT Field Support, by managing resources and daily operations
  • Coordinates the workflow into the group, priorities, conflict resolution and deadline setting for team members
  • Is accountable for incident management & problem management
  • Ensures focus on priorities, meeting objectives and advancing the skill and knowledge of staff
  • Measures and is accountable of the two function’s KPI’s & SLA’s in collaboration with the NA and EMEA Functional leaders
  • Identifies and implements continuous improvement opportunities
  • Increases team productivity & efficiency by pursuing shift to left transfers, automating existing manual processes, developing self-help for users, etc.
  • Advances continuous improvement by applying LEAN methodology
  • Establishes cross-group processes and dependencies
  • New processes & services

  • Works closely with NA & EMEA IT leaders and level 2 experts to understand business needs, and to develop corresponding new processes / services expected from the team
  • Adjusts team resources, based on the support needs, and based on company strategy
  • Ensures team gets updated with the accurate training / knowledge materials (transfer of competences)
  • People management

  • Manages behavior and performance of team members daily by setting expectations, dialogue and giving frequent feedback
  • Leads by example, sets standards for others in terms of rigor and behavior
  • Identifies performance gaps and makes recommendations for individual development
  • Contributes to merit increase process
  • Responsible of team members career development. Provides guidance and feedback to help staff members advance through the IT Career & Development Planning Program
  • Resource recruitment, utilization, and retention
  • Education / Experience :

  • 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
  • Must 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
  • Strong interpersonal and facilitation skills
  • Requires organizational and planning skills
  • Able to work with staff and other departments to resolve problems
  • English spoken, a second language is welcomed (French, German)
  • Occasional travel required
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