Retail Service Desk Manager

 

Looking for new opportunities in your career? Wherever you’re heading, let’s go there together.
You´ve probably already met us. 
Maybe you´ve stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Circle K is all about. Making everyday life easier for people all over the world. 
We´ve grown into a successful global company with over 15.000 stores in 24 countries, serving more than 6 million customers each day. In all, we have more than 120.000 people working at our stores and support offices.

 

In Circle K Business Centre, in Warszawa, which is part of our SSC structures, we provide IT services for Circle K in Europe, US and Canada. We have different functions here: Service Desk, Infrastructure, Network Operations, Development but what we have in common is the fact that no matter what we do, we understand the world we live in. We can see how fast it changes and how fascinating this can be. Curiosity and openness drives us towards new ideas, innovations, new technologies.

 

Retail Service Desk Manager

We are looking for a Service Desk Manager to lead our Retail IT Support for Circle K Stores across Europe. The team’s focus is to deliver support for Retail Stations in local languages for IT and Facility area.

You will manage a group of Team Managers for Retail Service Desk (RSD) country teams, and report to Director Support Excellence Global Tech Europe.

You will coordinate across the Retail Support Organization and ensure standard, consistent and high quality service for the organization. This is a great opportunity for the right person to lead a critical service team and ensure crucial support for end users that includes stability, integrity, and efficient operation of the Circle K Retail Store systems.

You will effectively develop and manage a roadmap  of an Information Technology Service Management (ITSM) based Retail Service Desk, keeping in mind business needs and developing technology. This role will also uphold and promote the CK standards of Customer Service, bringing a strong desire to support Retail Stations.

If you are interested in joining a growing company, are passionate about customer service, and have experience leading people and transforming a Retail IT Service Desk into an ITSM environment, we invite you to apply!

 

Key responsibilities:

  • Manage and improve RSD Operation; support Retail Service Desk Team Managers in their daily work, align standards across each country team, seek and encourage standardization, develop, enhance, implement, and manage service level agreements (SLA’s) to establish response and problem resolution expectations and time frames with BUs, manage escalations and provide assistance across country RSD teams, develop requirements, workflows, processes and procedures for RSD, assist with and support Circle K projects and ensure handover processes are followed, manage knowledge transformation process including tools, Provide proposal of solutions of innovation within RSD area 
  • Improve Customer Satisfaction; build customer experience objectives into RSD Country team managers goals and ensure accountability, successfully prioritize customer experience considerations into decisions and tasks, deliver a consistent, high level of service within our Service Excellence standards, partner with Retail Operation and application teams to ensure prompt restoration of services while ensuring new offerings are meeting or exceeding customer expectations, demonstrate a highly developed sense of integrity and commitment to providing customer focused support
  • Improve reports and reporting standards ; participate in developing and managing Retail Service Desk reporting standards, quality assure and distribute reports to senior management as required, improve and follow up on monitoring within own area, track and analyze trends in Service Desk , based on standardized statistical reports to identify problem areas; devise and deliver solutions to enhance quality of service, improve issue prevention and make system improvement recommendations
  • Develop team and improve team efficiency; develop, execute, and hold teams  accountable for policies and procedures that include problem identification, documentation, assignment, and escalation process, identify, recommend, develop, and implement end user and Service Desk guides and training programs across country teams to increase service level and self-sufficiency, provide direction, leadership and coaching to a team managers, ensure productivity metrics and team quality standards are met and consistent with Circle K vision, strategies, department goals and objectives, analyze and investigate opportunities for increasing efficiency, effectiveness, and productivity of RSD teams
  • Communication and information sharing; manage proper and effective communication to Circle K Country Retail Teams and other IT Teams including in other regions, manage supplier relationships and ensure cross coordination
  • Build roadmap and strategy for the team; Individually and if applicable, as a manager, participate in identifying, measuring, monitoring, controlling and mitigating risks, articulate, implement, and manage roadmap of an IT Service Management  based Service Desk keeping in mind business needs and developing technology; Lead complex technical initiatives while participating in next generation service desk transformation.


 

Qualifications:

  • 7+ years of Information Technology experience, with a focus on IT Customers and End User Computer Services or Support
  • 5+ years of supervisory or lead experience managing a team of at least 5-10 members
  • 3+ years of proven experience implementing strategies which deliver business benefit and measurable / actionable results.
  • 3+ years of experience working with performance metric data to drive improvement activities.
  • Intermediate experience with various IT Service Desk technologies / platform such as ServiceNow, HP Service Manager, Knowledge Management Suites, (or similar software deployment technology), etc.
  • Intermediate experience with NextGen IT Support actions (e.g. focusing on shift left and moving solutions closer to the customer)
  • Advanced knowledge of ITIL frameworks for service delivery and service support processes
  • Able to make operational decisions and act independently
  • Experience working in multi-national companies, ideally with NA experience
  • Strong leadership skills, able to drive change and identify solutions to potential obstacles (vs. waiting for a leader to tell you what to do when there is a problem)
  • Strong communication skills to work collaboratively with stakeholders on the business side and within Global Tech
  • Ability/experience working as part of a global team, understanding how to navigate cultural differences in workstyles, communication, etc.
  • Strong people management skills to help develop team members in the competency-based org structure

 

Preferred Qualifications:

  • Experience leading a support team in an international retail organization
  • Experience with ServiceNOW ITSM management software, including reporting capabilities
  • Advanced communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholders.
  • ITIL foundation certification.
  • Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization

 

Interested?
We encourage you to apply by October 10th, 2020

 

 

We know great companies are built from within, by great people like you. Come grow with us!
We´re looking forward to your application.