Operations

French speaking Service Delivery Manager

Job-ID: 7824
  • Poland - Bielany Wroclawskie
  • Professionals
  • Full-time
Your contact Karolina Slomka

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Your Tasks

For our current global project, we provide remote diagnosis and on-site support services for several major European markets. We deal with hardware problems mainly in office printing devices, but the scope may also include computers or plotters. The Service Desk is spread across several locations where employees speak different languages, although internal communication is in English and French. Each location has agents supporting end-users as well as technical mentors and team leaders. Due to the different locations of our offices, this is the mostly a remote job.

  • Managing an EMEA IT Service Desk Team responsible for communication with End Customers, troubleshooting, remote diagnosis, spare parts qualification and reporting
  • Supervising the work of all Service Desk employees and in particular: take care of their preparation, implementation, continuous development and their work results
  • Delivering expected KPIs, achieving set goals, optimizing processes and communicating with our customers with high level of competency
  • Taking responsibility for project profitability and contractually appointed level of service (SLA)
  • Providing efficient reporting to internal and external stakeholders

 

Our Requirements

  • 3-5 years of experience in managing Service Desk and a linguistically and culturally diverse workforce as well as
  • Very good French and English skills
  • Technical background and high-quality skills in Customer Service Management
  • Excellent leadership and people management skills
  • Strong business acumen, pragmatic approach and efficiency in problem solving
  • Very good knowledge of MS Office (especially Excel)
  • The ability to work remotely within geographically dispersed teams
  • Responsiveness, accountability, stress resistance and teamwork-orientation

Your Benefits

  • A secure job position in an exponentially growing international IT company
  • Room to implement your own ideas, challenges within your own responsibility
  • Possibility to grow within a multicultural work environment with a flat structure and direct, informal communication
  • A job with purpose - possibility to contribute to our CSR projects: Hemmersbach Rhino Force, Hemmersbach Kids’ Family
  • Welcome package, full introduction into the company, Buddy program to help you get started
  • Language courses, discounts in partner universities, a wide range of trainings on our internal e-learning platform, for our employees’ kids access to educational modules
  • Flexible working hours
  • Remote work possibility during the pandemic
  • Company bus from the centre of Wroclaw, a free car parking area
  • A package of co-funded benefits: lunches and multisport card, private health care as well as life insurance for you, your partner, and family members

 

Would you like to join our team? Please send your CV in English

ID: 7824 French speaking Service Delivery Manager Poland / Bielany Wroclawskie
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