Team Lead - End User Services Americas

B. Braun Group; Bogotá; Presencial; 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

You're an important part of our future. Hopefully, we're also a part of your future! At B. Braun, we protect and improve the health of people worldwide. You support this vision, bringing expertise and sharing innovation, efficiency and sustainability as values. That's why we would like to keep developing our company with you. Keeping your future in mind, we're making a joint contribution to health care worldwide, with trust, transparency and appreciation. That's Sharing Expertise.

Team Lead - End User Services Americas

Functional Area: Information Technology

Working Model: Hybrid

Requisition ID: 13759

You're an important part of our future. Hopefully, we're also a part of yours! At B. Braun, we protect and improve the health of people worldwide. This is also our vision for IT. You see technology as an opportunity, and you develop solutions that secure our business in the long term, we would like to implement the digital transformation of B. Braun with you. With fresh ideas, drive and team spirit, we are working to launch the medical technology of tomorrow and safeguard the healthcare of the future. Together.

Purpose of the Position

The Team Lead End User Services Americas is responsible for leading the regional End User Services team and ensuring high-quality Service Desk and Field Service operations. The role focuses on people leadership, service excellence, operational performance of the current team, and continuous improvement in supporting the global End User Services roadmap.

Responsibilities

(Please describe the main responsibilities of the position: what you do, through what means, and why you do it.)

• 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.
• Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction.

Knowledge & Skills

Type

Describe

Mandatory / Desirable

Language

Language

Portuguese

skills

Intermediate - Advanced

Programs

• 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

Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives around the world.