• Service Desk Manager

    Posted Date 3 weeks ago(21/11/2018 5:17 PM)
    Requisition ID
  • Overview:

    We’re engineers, scientists, operators and product developers. We’re innovators, advisers, designers and problem solvers. Most importantly, we’re partners – in creating value for our customers with the solutions we offer and in improving the world through the actions of our colleagues.


    Celanese is The Chemistry Inside Innovation™ and we aspire to be the first-choice chemistry solution source for our customers.


    We know what you’re thinking – that’s a lot to promise and that’s a lot to do. Well, we would agree with you, but we’re up for the challenge and we owe it to our customers, shareholders, and employees to deliver on our promise.

    Currently we are looking for candidates for the following position:


    Service Desk Manager


    As a Service Desk Manager you will be working in a communicative, international environment at Celanese to manage the Global Service Desk daily activities on Incident Management and Request Fulfilment, Change Management, Knowledge Management and Problem Management.


    In this position you will be responsible for the following:

    • Conducting regular service reviews with Business and IT Stakeholders
    • Collaborating dashboards with IT teams to identify areas for improvements
    • Designing and Implementing Service Desk Objectives
    • Documenting standardization, procedures, knowledge articles and training
    • Managing Service Desk Metrics: Critical Success Factors, Service Level Agreements and Key Performance Indicators
    • Managing daily, weekly, monthly, quarterly, and annual reviews with each region
    • Driving service improvement through dashboards and data driven decisions
    • Planning and recommending solutions to increase efficiency, capacity, and utilization
    • Mentoring career growth opportunities through coaching, training, work assignments, and performance appraisal process
    • Researching new technologies, upgrades and applications for all areas of responsibility


    You can continue your professional career in this position, having 5+ years of IT, and 3+ years of leadership experience. You will need excellent interpersonal, communication and presentation skills, attention details and proactivity.  


    You’ll also bring:

    • Fluent English skills
    • ITIL Foundation Certification
    • Experience with Enterprise Service Desk software (e.g. Remedy, ServiceNow, CA Service Desk)
    • Extensive knowledge of Service Management (IT Operations)
    • Strong experience in Incident, Request, Knowledge, Problem and Change Management
    • Proven track record of Process Improvement and Work Standardization
    • Good understanding on IT technologies (Operating Systems, Networks and Infrastructure, Applications)
    • Knowledge and experience in cross-functional management methods and techniques


    About the company


    In the past one hundred years, Celanese has transformed into a global technology and specialty materials company with leading businesses in key geographic regions. With a focus on safety, innovation, productivity, performance and results, our company is positioned to achieve significant future growth and deliver exceptional results for all stakeholders.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed