Americas End User Services Team Lead (Hybrid)

B. Braun Melsungen AG; Bogotá; Híbrido; COP 120.000.000 - 200.000.000; Jornada completa

Descripción de la vacante

Team Lead End User Services Americas at B. Braun Melsungen AG will lead the regional End User Services team, guiding service delivery across the Americas with a focus on people leadership and continuous improvement.

You will drive high-quality Service Desk and Field Service operations, manage SLA/KPI targets, and serve as the main escalation point while aligning with the global IT roadmap and automation initiatives.

Formación

• Several years of experience in IT Support, Service Desk, or End User Services environments.
• Proven leadership experience in managing operational support teams.
• Strong knowledge of Incident Management and IT Service Management processes.
• Experience with ITSM tools, ideally ServiceNow.
• Experience with SLA/KPI management and service reporting.
• Strong communication and stakeholder management skills.

Responsabilidades

• Lead, coach, develop, and manage the regional End User Services team.
• Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction.
• Ensure efficient Service Desk and Field Service operations and achievement of agreed SLA/KPI targets.
• Act as the primary escalation point for operational service issues.
• Drive continuous service improvement and identify optimization opportunities, especially around automation.
• Lead, coach, develop, and manage the regional End User Services team.

Conocimientos

Leadership

IT Service Management

Incident Management

ServiceNow

SLA/KPI management

Communication

Stakeholder management

Herramientas

ServiceNow

Descripción del empleo

Team Lead End User Services Americas at B. Braun Melsungen AG will lead the regional End User Services team, guiding service delivery across the Americas with a focus on people leadership and continuous improvement.

You will drive high-quality Service Desk and Field Service operations, manage SLA/KPI targets, and serve as the main escalation point while aligning with the global IT roadmap and automation initiatives.