Teamleitung IT Support & IT Service Management (80-100%) — Belimo

Full description

Introduction

Your chance to help shape Belimo’s IT Service Management worldwide.

The service desk is the IT calling card for our employees. How well it works shapes the trust in the entire IT organization.

As a team leader IT Support & IT Service Management, you lead the support team in Hinwil and actively shape the global IT support and IT service management organization. Together with our international IT hub, you will develop uniform standards and processes and ensure high service quality and efficient support that employees worldwide can rely on.

Main responsibilities

• In this role, you will lead and develop a dedicated support team of about ten employees (including learners and working students), strengthen a service-oriented, collegial team culture and together with your team ensure that 1st and 2nd level support is professionally guaranteed.
• You drive the definition and standardization of ITSM processes according to ITIL – across the entire lifecycle from incident and problem management to change and request management – and coordinate the implementation with the IT hub
• You will support the development of meaningful KPI, SLA and customer satisfaction reporting, lead a service management meeting and take targeted measures to improve service quality and operational efficiency in order to achieve operational goals.
• Steering and participating in critical incidents and escalations is also part of your area of responsibility – even under pressure, you keep an overview.
• You actively promote self-service, automation and knowledge management and ensure that processes are documented and regularly reviewed.
• You work closely with key users, departments and teams from infrastructure, IT security, digital workplace and application management, control external service providers and technology partners and support audits and compliance requirements.

Required expertise

• You have in-depth IT experience with a focus on service management and IT support and have already taken responsibility for the design and further development of processes.
• You bring leadership experience and the ability to develop, motivate and create a positive team culture.
• Working in an international environment is familiar to you – you have coordinated processes across country and location boundaries, even without direct authority.
• You have defined and measured KPIs and SLAs yourself and derived concrete improvements from them.
• You have a solid understanding of IT infrastructure, Microsoft 365 and digital workplace environments, as well as experience with service management and ticketing platforms.
• Your profile is rounded off by an education or study in computer science, business informatics or a comparable direction. ITIL training is an advantage.
• You are service-oriented, structured and communicative – and keep a cool head even in stressful situations.
• You speak German and English and are willing to travel occasionally.

What to expect from us

With us, you can achieve global impact and at the same time stay close to people and operational business. You work with a team that wants to make a difference, take responsibility and develop. You combine leadership with strategic thinking and a pronounced proximity to day-to-day business – with plenty of room to actively shape IT service management.

About Belimo

Belimo is the world market leader in the development, manufacture and sale of field devices for energy-efficient control of heating, ventilation and air conditioning systems. Flap drives, control valves, sensors and meters form our core business. Founded in 1975, the company has been listed on the Swiss Stock Exchange (SIX) since 1995.

Remuneration and additional benefits

At Belimo, we believe in fair, fair and competitive compensation. We offer a salary that matches your skills, experience, education and location. In addition to the compensation, you benefit from comprehensive additional services that support your mental, physical, financial and social well-being. Belimo is proud to be an employer who promotes equal opportunities.

We are proud to make our company an attractive place to work. Our leaders are value-driven and promote new ideas in their teams around the world. With their passion, our employees not only produce impressive products, but also revolutionize the HVAC industry. Investments in our employees are the foundation of Belimo to attract diverse creative talent and create an industry-leading company. The success of our corporate brand is based on the competence and commitment of each individual.