Global Service Desk Manager

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

Would you like to provide leadership of the Global Service Desk and Critical Incident Management functions including the delivery of service-level agreements, a consistent and positive user experience, and strategies to improve efficiency of the Service Desk across all functions within a global top player in the logistic sector ?

If so, we have an opportunity to work as a Head of IT Service Desk on a global level in Manila, Philippines.

WHAT ARE YOU GOING TO DO?

• You will lead the delivery of IT Service Desk and Critical Incident Management Group(CIMG) as a global capability
• You will implement a governance framework to manage business expectations and service levels for Service Desk and CIMG operations
• You will manage the Global Service Desk team by working with IT Managers, in-house Service Desk staff and external Service Providers to develop plans, communicate expectations, and create and enhance IT support procedures and policies.
• You will identify trends and implement system and process improvements to provide a consistent user experience and improve efficiency of the Service Desk
• You act as a focal point for end-user communications for Critical Incidents
• You facilitate the delivery of periodic training for the Service Desk and CIMG teams to ensure end-user satisfaction, adherence to overall IT polices, and minimize business disruption
• You will develop relevant metrics, measure and publish the performance of the services provided and enable continuous improvement including staffing, sourcing, and systems improvements in collaboration with peer groups
• You will prepare annual Global Service Desk planning and manage execution including budgets/forecasts
• You will build and maintain relationships with key stakeholders within IT to ensure alignment of Service Desk and CIMG functions to the business and peer IT teams
• You will assign priorities and ensure overall capacity for the Service Desk and CIMG
• You will lead and progress the transition of regional/country IT Service Desks into the global team
• You will manage interaction with regional/country IT Service Desks to ensure efficiency and consistency
• You will coach and support the performance management and professional development of team members

WHAT ARE WE LOOKING FOR?

• You have an University Degree in IT or related business discipline
• ITIL Certification is a desirable asset
• You have experience in the IT industry, including supervisory experience leading global support team
• You have a successful track record in IT service operations or service management, ideally ITIL, including knowledge supporting and using IT Service Management tools
• You have interpersonal, communication and customer service skills
• You have experience supporting cloud-based systems such Microsoft O365
• You have a proven success implementing business process improvements to increase service levels or efficiency
• You have knowledge of IT governance and quality assurance
• You have experience in defining and measuring SLAs/KPIs and measuring IT effectiveness
• You are a highly organized self-starter; detail-oriented with thorough follow-up skills

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. Working for this big logistic company we have always many opportunities in the global IT roles.

We offer a local benefits package and you are eligible to receive a 20% bonus.

You can work hybrid in this position.

There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.