IT Service Management Analyst

As a key member of the EMEA Delivery Services team, you will drive service excellence across 51 countries by managing Service Desk performance, collaborating with global stakeholders and vendors, enhancing user experience, and supporting automation, AI, and service transformation initiatives. Key responsibilities include:

• Manage the relationship with the outsourced Service Desk provider, ensuring high-quality service delivery and adherence to agreed SLAs and KPIs.
• Conduct service reviews, analyse performance metrics, and drive continuous improvement initiatives.
• Monitor and enhance user experience by leveraging service analytics, user feedback, and operational insights.
• Support and improve AI-powered support solutions, including chatbot and automation initiatives.
• Identify opportunities to increase Service Desk efficiency and first-contact resolution rates.
• Collaborate with stakeholders across EMEA to harmonise processes and support service transformation initiatives.
• Act as a trusted operational partner to the Delivery Services Manager, providing support on strategic and operational topics.
• Drive change management activities and promote adoption of new processes and technologies.
• Prepare reports, dashboards, and presentations to support decision-making and performance tracking.
• Contribute to the development of future service management capabilities and automation strategies.

Requirements

• Bachelor's degree in Information Technology, Business Information Systems, Engineering, or a related field.
• 3-5 years of experience in IT Service Management, Service Delivery, or Service Operations.
• Proven experience managing outsourced Service Desk providers and vendor relationships.
• Strong knowledge of KPI and SLA management.
• Experience working in transformation or change management environments.
• Solid understanding of user experience principles within IT support services.
• Excellent stakeholder management and communication skills.
• Fluent English, with the ability to work in an international environment on a daily basis.
• Strong organisational skills, with the ability to prioritise effectively and manage multiple initiatives.

Total Annual Compensation Package: €33k+

• Base Salary.
• Annual Bonus (8%).
• Meal Allowance: €11/day.
• Hybrid Work Model: Only 2 days per week onsite at Lionesa Business Hub.
• Private Health Insurance.
• Access to Nutrition and Psychology Consultations.
• Permanent direct contract with Linde.