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Service Desk Manager, IT Sales Store Division i Stockholm

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Are you up for an exciting challenge? Do you want to establish and run the Service Desk Management one of the leading fashion retailers? Join us!


The Division Sales Store and IT Delivery function is responsible for the development and delivery of IT systems and related services enabling sales in stores across the H&M Group. As Service Desk Manager, you will have a strategic key role within the Country Delivery team, managing the Service Desk function for all countries. In a dynamic, exciting and open environment, you will have a high degree of responsibility and freedom to develop and drive the Service Desk Area to the next level, and we expect you to develop the maturity of the Service Desk Management function. You will make sure that the support to HM Group stores is efficient so the store staff can focus on taking care of the customer.


As Service Desk Manager, you are responsible to establish and run the Service Desk function including coordinate responsibilities and activities of the function’s coordinators. You will manage escalations, reporting to senior management and other stakeholders ensuring that right decisions are taken based on the right information. You will supervise the function’s CSI process and you will be responsible of managing and developing the collaboration with our principal suppliers’ Service Desk Management.


To be successful in this role we believe that you are an experienced IT project Manager that has several years of experience working as a IT Service Desk Manager. We believe that you come from a global environment with experience from outsourced IT Service Desk Management. You are structured and methodical, have a tactical and strategic thinking. As a person you like working independently as well as collaborating with others.  You have excellent communication and stakeholder management skills and you thrive building good relations. We also believe that you are open, honest and courageous in your leadership.


H&M is an exciting place for an IT career! Our expansion is long-term and is taking place through several brands - we grow both online and with new stores. This requires a lot from our IT-solutions with fun challenges along the way! We offer a dynamic and creative work environment where we as a team grow together. As one of the world’s largest fashion retailers we can offer you endless career opportunities.


Your responsibilities


The job of an Service Desk Manager at H&M comes with a lot of responsibility – and lots of fun.


Your to do-list includes:


  • Establish and run the HM Store Service Desk Management
  • Manage escalations within HM for all Store Service Desk related issues ensuring no business impact
  • Responsible for managing and developing the Store Service Desk service between HM and suppliers
  • Overseeing the Store Service Desk Deliveries (meetings, forums, reporting etc)
  • Responsible for ensuring effective integration between HM and Store Service Desks
  • Store Service Desk Governance
  • Manage the Store Service Desk Management Constant improvement process ensuring coordination and integration with other related improvement/issue forums (country specific task forces)
  • Responsible for the development and management of Store Service Desk specific processes, such as Service Introduction and Store Service Desk Testing in consultation with key stakeholders
  • Store Service Desk Knowledge Management within HM providing training, information and expertise regarding Store Service Desk services


Your skills


Just like everyone at H&M, we believe you are a social, open, communicative sales-minded and ambitious team player full of drive and optimism.


And your skills include:


  • Senior experience as IT Project Manager, preferably from global environment
  • Minimum 3yrs experience as IT Service Desk Manager, preferably from global environment
  • Experience of outsourced IT Service Desk environment
  • Experience from working and operating within outsourced environment
  • Knowledge of and experience from managing and developing Governance frameworks
  • Deep knowledge of and extensive experienced in ITIL and PPS
  • Excellent communication skills, fluent in English
  • A solution- and result oriented person with high delivery capacity enjoying a flexible and high paced environment


The position is full time, located in Marievik, Stockholm. This role may require occasional travelling.


Sounds interesting? Here’s your chance for a career out of the ordinary!


For questions and further info, please contact Staff Responsible Maria Almgren, 08-796 11 85. We review applications continuously, please apply with CV and cover letter as soon as possible but at the latest 25th of May.


The IT department is an important part of the company’s business and carries out operations, software development and maintenance of the company’s systems and business applications. Our goal is to supply as cost efficient IT solutions as possible in order to offer our customers “Fashion and quality at the best price in a sustainable way”. The IT-department is located in Stockholm and Borås and conducts business virtually all over the globe. The H&M group includes in addition to H&M the brands H&M Home, COS, & Other Stories, Monki, Weekday, Cheap Monday and ARKET. As an IT-department, we work with all brands.


Keywords: Project Manager, Service Desk Manager, ITIL, PPS.

Publicerad den

29-02-2024

Extra information

Status
Stängd
Ort
Stockholm
Typ av kontrakt
Heltidsjobb (förstajobb)
Typ av jobb
Detaljhandel
Körkort önskas
Nej
Tillgång till bil önskas
Nej
Personligt brev krävs
Nej

Stockholm | Detaljhandel | Heltidsjobb (förstajobb)