Service Desk Manager

2 months ago


København, Denmark Pandora AS Full time

Ensure a common support process and a unified Service Experience approach across Colleague Support.

Ensure a common end user understanding of how to use and where to go for support.

Ensure a digitalized modern employee support experience.

Ensure unification of stakeholder needs and requirements.

Accountabilities:
  • Ensure unification of stakeholder needs and requirements.
  • Ensure stakeholder alignment, change management and communication.
  • Document Service Roadmap and a prioritized backlog.
  • Design/Define/Develop the Colleagues Support Service Desk procedures and processes for PANDORA (L0-L1,5).
  • Own the development and operation of service Desk, support for all 4 domains: corporate, DC, Manufacturing and Retail.
  • Develop strong relationships with key partners in all 4 Domains to drive value from existing and future changes, challenges, and implementations.
  • Work closely with service-related teams in D&T for product development.
  • Ensure common metrics and follow up on the quality of the Support delivery.
  • Hold weekly/monthly update and development meetings with Colleague Support Leadership.
  • Monthly information meetings with Colleague Support Employees, Onsite, and Service Desk.
  • Act as final escalation point for any Service Desk services.
  • Ensure targets/OLA are met by Colleague Support Operational Leadership within all 4 Domains.
  • Ensure requirements from Colleagues Support are met.
  • Act as Product Manager for all tooling used within Colleague Support (SNOW, Teams, omnichannel, A365).
  • Ensure budget adherence, not including hardware budget.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible.

Icing on the cake

You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. The result is a professional and dynamic space that is unique, comfortable, and inspirational.

About Pandora

Established in 1982, Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora’s products are available in more than 100 countries on six continents through more than 6,500 points of sale, including around 2,500 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand, using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain.

At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves.

#J-18808-Ljbffr

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