EMEA Service Manager

keyloophol; Reading; On-site; GBP 50,000 - 80,000; Full time

Job summary

Keyloop, un leader innovant dans le secteur technologique, recherche un Manager de Services Informatiques pour diriger des initiatives de service mondial. Ce rôle stratégique implique la gestion d'une équipe talentueuse, l'optimisation des outils ITSM et l'amélioration continue de la qualité des services IT pour un impact maximal. Rejoignez une culture inclusive où vos efforts sont récompensés et vos opportunités de carrière sont illimitées.

Benefits

Opportunités de développement professionnel

Culture de collaboration et de soutien

Qualifications

• Expérience dans la gestion des services IT, principalement avec des outils ITSM.
• Expérience dans une entreprise technologique mondiale.
• Compréhension des processus de gestion des incidents, des problèmes, des changements et des demandes.

Responsibilities

• Collaborer pour mettre en œuvre une stratégie de services IT complète.
• Gérer une équipe forte sur plusieurs régions.
• Mettre en œuvre un service d'assistance mondial et définir des indicateurs de performance.

Skills

IT Service Management

Project Management

Team Leadership

Communication

Education

Bachelor's Degree in IT or related field

Tools

ITSM tools

Job description

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Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

As the IT Service Manager, you will play a pivotal role in delivering our IT service delivery strategy. This position is responsible for executing plans to establish a global service desk, adhering to key performance indicators (KPIs) and metrics, working with cutting-edge ITSM tooling, and ensure the delivery of a world-class IT service to our employees. You will manage a highly skilled team across EMEA, APAC, and NA. This leadership position requires a deep understanding of IT Service Management processes, strong business acumen, and excellent communication skills to collaborate across the business. Experience working in a global tech company to drive change and improve IT maturity is essential.

• Collaborate with leadership to implement a comprehensive IT service strategy aligned with organizational goals.
• Implement a global service desk that provides efficient and effective support to employees across different regions and time zones.
• Maintain standard operating procedures for the service desk, ensuring consistency and high-quality service delivery.
• Measure and report on key performance indicators (KPIs) and metrics to evaluate the effectiveness and efficiency of IT service delivery.
• Implement continuous improvement initiatives based on performance data to enhance overall service quality.
• Lead the implementation of ITSM tools to improve incident, problem, change, and request management processes.
• Collaborate with cross-functional teams to ensure seamless integration of ITSM tools with existing systems.
• Build and maintain strong relationships with key stakeholders, both internal and external, to ensure alignment of IT service delivery with organizational objectives.
• Communicate regularly with leadership to provide updates on service performance, improvements, and challenges.
• Review IT Satisfaction Scorecards to measure engagement and improvements over time.
• Implement best practices, processes, and policies to streamline IT operations and drive efficiencies.
• Manage vendor relationships to ensure the delivery of IT services in line with contractual agreements.
• Manage the EUC Tech Refresh Program (TRP) for devices over a certain age by department.
• Oversee the EUC hardware asset lifecycle.

We’re on a journey to become market leaders in our space – and with that comes incredible opportunities. Collaborate and learn from industry experts worldwide. Work with innovative products and services. Receive training and support to try new things, adapt quickly, and explore different paths. Join Keyloop and shape your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment that respects all dimensions of diversity. We promote an inclusive culture within our business and celebrate different employees and lifestyles every day.

Be rewarded for your efforts

We believe compensation should reflect performance. Our pay and benefits are designed to attract top talent. We encourage everyone to explore growth opportunities through development and a culture of support and collaboration.