Head of Global Service Desk (m/w/d)

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• Job Type : Permanent contract | Full-time
• Working place (LinkedIn) : #LI-Hybrid

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When you think of professional coffee machines, you also think of WMF. As a member of Groupe SEB, we combine the comprehensive coffee expertise of "SEB Professional" with the WMF PCM, Schaerer and Wilbur Curtis brands and are one of the world's leading suppliers in the industry. We owe this position to our extensive range of premium products for every need, from high-performance fully automatic specialty machines to filter machines and semi-automatic portafilter machines. And we owe it to our pronounced innovative strength, with which we develop future-proof digital solutions for our customers. WMF GmbH combines excellent product quality and maximum reliability with outstanding service - thanks to the largest in-house service organization for professional coffee machines in Europe.

What you can expect

• Development and implementation of a global service desk strategy aligned with the company's business objectives
• Direct management of the service desk provider for Germany and Austria
• Transformation and digitalization of business processes based on a state-of-the-art tool set (salesforce.com)
• Implementation and management of ITIL processes and procedures to ensure that the service desk operates according to ITIL best practices
• Continuous process improvements to reduce service desk costs
• Ensure high quality service delivery to the customer, in line with agreed Service Level Agreements (SLAs)
• Working closely with various interfaces and business units to ensure full integration of the Service Desk into the IT and process landscape
• Regular preparation of reports and KPIs (Key Performance Indicators) for the VP Global Services and management
• Monitoring and analyzing trends, new technologies or best practice approaches

What you need to succeed with us

• A degree in business administration, business informatics or a comparable qualification
• Management experience is an advantage
• Several years of experience in designing and implementing service desk strategies
• Experience in managing a global team is essential
• Sound knowledge of ITIL, Six Sigma and Lean methodologies (ITIL / at least Six Sigma Green Belt certification)
• Several years of experience in managing complex projects
• Strong analytical and problem solving skills
• Very good knowledge of German and English (other foreign languages would be desirable, but not a requirement)
• High willingness to travel (up to 50%)

What we offer

• Flexible working hours and models as well as mobile office options for a good work-life balance
• Personal development through development programs, training, or e-learning as well as professional mobility within the international Groupe SEB
• Generous employee discounts in the WMF online store and corporate benefits
• Excellent company restaurant with employee subsidy and a wide and varied range of food, kiosk, and food to go for your physical well-being
• Attractive salary package with Christmas and vacation bonuses and company pension scheme
• Health offers such as job bike leasing or advice for your health
• Which goes without saying for us: 30 days annual leave, a variety of employee events, free parking, and coffee & tea specialties

Further information on our employee benefits can be found here: Working at WMF - Insight into the corporate culture at WMF