Getronics Germany GmbH

Operations Manager (m/w/d)

  • Art: Vollzeit
  • Angelegt: vor 2 Monaten
  • ab: 27.12.2019
  • Bewerben:

Standort: Alexanderstraße 1, 10178 Berlin

Getronics is a global ICT integrator with an extensive history that extends over 130 years and is owned by Bottega InvestCo S.à r.l. Our vision is to become the preferred partner in business transformation using technology and exceptional people, with a unique focus on happy clients by enabling happy employees. With nearly 9,000 employees in 23 countries across Europe, Asia Pacific, North and Latin America, Getronics’ Transformation portfolio brings a strong capability and expertise around Managed Workspace, Applications, Industry Specific Software Solutions, Multi-Cloud Management, Unified Communications and Security services to provide a proactive, end-to-end portfolio to enable the digital user – business or consumer, in both public and private sector.

Getronics is the leading member in the Global Workspace Alliance, a unique model that provides customers with consistent IT services across 110 countries, with one single point of contact and billing entity. The GWA manages 10m workspace assets globally.

Role Purpose:

The Operations Manager is responsible for multiple service desk teams in line with ITIL standards and global company strategy to achieve performance, quality, productivity targets and economic goals.

Your tasks

  • Oversees and coordinates the operation of multiple Service Desk teams. Primary point of contact for local Service Desk (and NOC operation where applicable)
  • Manages a group of 2-10 direct reports, primarily Team Leads and/or Team Managers but direct reports are not limited to operational leadership
  • Works closely with SD Operations Managers and CSO Management team to deliver and report against goals defined by global company strategy
  • Keeps operating costs under close control, identifies and drives savings in cooperation with Finance department
  • Supports sourcing and recruitment by liaising with HR, Global Recruitment and/or external partners, assigns interviewers/testers or attends interviews where appropriate
  • Drives performance management and disciplinary processes with HR and operational leadership throughout the SD/NOC operation
  • Keeps track of vacancies and staff changes including joiners, movers and leavers. Ensures timely and precise attendance tracking
  • Supports the establishment and maintenance of Global Training & Quality and CSI processes
  • Oversees local asset management to ensure that standard operating equipment is available for staff. Liaises with internal and external suppliers where applicable
  • Supports Solution Architects and Pre-Sales teams in bidding process by providing input and ensuring that the outlined conditions are operationally acceptable while keeping cost to a minimum. SD Ops Managers sign off on offers involving their respective Service Desk locations
  • Assists Project teams, Intake Managers and Team Leads with customer onboarding and offboarding
  • Works closely with Service Delivery Managers to ensure stable performance and build customer relationship. Represent operations on internal and customer calls/meetings where management level presence is required
  • Handles complaints and escalations where senior intervention is appropriate including feedback from staff
  • Supports Security & Compliance from operations side in terms of safety and security regulations including audits, business continuity, first aiders and fire wardens
  • Liaises with Works Council (where applicable)

Your profile

  • + 5 years of work experience as Operations Manager or similar role
  • Experience of operational management with the ability to measure/report on operational performance, whilst owning and driving appropriate and effective management actions
  • Proven experience of matrix management, working with internal delivery teams, co-ordinating activities of the internal organisation during crisis periods
  • Leadership experience in an ITIL based service desk environment
  • Experience supervising, coaching and developing staff
  • Fluent German (C1) and English (C1) are required for this role

We offer

  • A competitive salary
  • International company
  • Flexible working hours
  • Home office flexibility
  • Clear career path
  • Learning and development via NorthStar
  • A spot in our smart, creative and motivated international team

Are you interested? Then send your application to . We look forward to receiving your complete application including your salary expectations and the earliest possible starting date!