Senior Service Desk Manager

ITIL, 6S, Lean and/or ADP Strong

GSK Poznan Tech Hub
Online interview
Employment contract
Remote possible
Paid vacation

Project description

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include the following:

  • Responsible for the successful delivery of the service, drive service improvement activity and control unit cost
  • Lead design of service definitions, service models, and service/operational level agreements.
  • Provide governance of service and service providers
  • Lead service escalations to successful resolution, and ensure appropriate action based on VoC, VoP and SLA metrics, and provide input into service strategy
  • Primary point of contact for vendor including regular operational service review.
  • Understands valid customer needs and translates to changes in service to meet the need
  • Manage/lead approved projects, either independently or in conjunction with other tech services

Who we're looking for?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

  • Bachelor’s degree and/or extensive experience managing a service
  • Understanding of IT Service Management
  • Experience leading and improving customer facing service management objective, skills and experience with ServiceNow or similar service management tooling platform is desirable
  • Proven experience at managing a global service
  • Proven ability to engage with stakeholders at all levels and communicate service issues in their terms
  • Experience of managing with 3rd Party vendors
  • Experience in leading geographically dispersed teams
  • Demonstrated ability for sound judgment with strong emphasis on quality, cost and service improvement
  • Demonstrated experience with IT management and improvement methodologies such as ITIL, 6S, Lean and/or ADP Strong written and verbal communications skills
  • Strong interpersonal and influencing skills establishing strong working relationships and practices with clear accountability for delivery
  • Proven ability to represent company interests when dealing with 3rd Parties.
  • Work experience in a regulated environment is desired
  • Empathy and understanding of human issues in delivering long term sustainability of services
  • Understanding of enterprise end user client computer solutions and infrastructure
  • Fluent English


  • Career at one of the leading global healthcare companies
  • Contract of employment
  • Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
  • Life insurance and pension plan
  • Private medical package with additional preventive healthcare services for employees and their eligible
  • Sports cards (Multisport)
  • Possibilities of development within the role and company’s structure
  • Personalized learning approach (mentoring, online trainings’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external trainings)
  • Extensive support of work life balance (flexible working solutions, short Fridays option, health & wellbeing activities)
  • Supportive community and integration events
  • Modern office with creative rooms, fresh fruits everyday
  • Free car and bike parking, locker rooms and showers.

How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events

Our company

GSK Poznan Tech Hub

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java

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