Technical Helpdesk Manager

Markem-Imaje is a trusted global manufacturer of product identification and traceability solutions. Our connected solutions help manufacturers to reduce waste, increase efficiency, achieve compliance and protect their brand. We offer the most complete range of market-leading marking and coding systems along with software, services and consumable solutions so you can streamline all your printing needs from one supplier. 

**Global Excellence Manager - Help Desk**, reporting to the Manager, Service Delivery Excellence.
In this role, you’ll be pivotal in the execution of a multi-year Service Business Transformation by building highly effective and efficient Service Delivery capabilities for MI’s technical Help Desks worldwide to achieve best-in-class customer experiences while improving cost to serve.

**What you will do**:
As part of our Service Delivery Excellence team drive MI’s technical Help Desk excellence working cross-functionally at all levels of the company. Your scope includes all technical Help Desks worldwide that provide remote support services to end-customers for MI’s hardware and software products.

Key responsibilities include:

- Own and manage all Service Delivery processes and tools for MI’s technical Help Desks worldwide through their entire lifecycle from identifying strategic needs, design, and creation, to implementation, maintenance, and disposal.
- Achieve process excellence and drive operational excellence through digital transformation, standardization, continuous improvements as well as break-through improvements.
- Set performance targets in close collaboration with our commercial Service Delivery teams and in line with MI’s Service strategy. Ensure KPIs are defined and performance targets are set on an annual basis.
- Define and manage a risk-based governance model for performance monitoring, assessment and reporting ensuring process effectiveness and efficiency is reviewed on a regular basis and communicated appropriately. Define and oversee action plans if performance is not meeting expectations.
- Support driving the evolution of MI’s technical Help Desk structural design and work closely with key business partners to achieve strategic objectives.
- Ensure best-in-class performance analytics and reporting is performed and made available to the relevant stakeholders.
- Provide continuous support and become an effective business partner to our commercial Service Delivery teams and other key stakeholders, incl. ensuring solutions are provided for escalated issues.
- Participate in and/or lead work packages as part of major company projects representing the Service Delivery Excellence team.

**What you need to have**:

- Bachelor’s degree preferably in Business or equivalent. MBA is a plus.
- Minimum 6 years’ experience in Service Delivery in comparable B2B industries.
- Strong technical foundation, incl. solid SAP and Salesforce knowledge and experience.
- Lean / Six Sigma and project management certifications are desired.
- Expertise in driving process and operational excellence leveraging latest technologies and data, always with a focus on providing superior customer experience, combined with the ability to create and innovate.
- Proven track record in achieving process excellence in complex, cross-functional and global environments improving efficiency and effectiveness while establishing standardization.
- Demonstrated capabilities to handle tight deadlines, shifting priorities, and the ability to find creative solutions while working successfully cross-functionality.
- Ability to think strategically and translate strategic objectives into effective plans and tactics.
- Ability to work in a fast-paced environment with ambiguous situations.
- Excellent organizational skills and time management with high attention to detail
- Very strong problem solving and decision-making skills.
- Strong communication skills, both written and verbal with a demonstrated ability to communicate at all levels within the organization.
- Fluent in written and spoken English.
- Collaborative entrepreneurial spirit
- Winning through customers
- High ethical standards, openness and trust
- Expectations for results
- Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply We can’t wait to hear from you

**Job Types**: Full-time, Permanent