What you can expect Development and implementation of a global service desk strategy aligned with the company's business objectives Direct management of the service desk provider for Germany and Austria Transformation and digitalization of business processes based on a state-of-the-art tool set (salesforce.com) Implementation and management of ITIL processes and procedures to ensure that the service desk operates according to ITIL best practices Continuous process improvements to reduce service desk costs Ensure high quality service delivery to the customer, in line with agreed Service Level Agreements (SLAs) Working closely with various interfaces and business units to ensure full integration of the Service Desk into the IT and process landscape Regular preparation of reports and KPIs (Key Performance Indicators) for the VP Global Services and management Monitoring and analyzing trends, new technologies or best practice approaches What you need to succeed with us A degree in business administration, business informatics or a comparable qualification Management experience is an advantage Several years of experience in designing and implementing service desk strategies Experience in managing a global team is essential Sound knowledge of ITIL, Six Sigma and Lean methodologies (ITIL / at least Six Sigma Green Belt certification) Several years of experience in managing complex projects Strong analytical and problem solving skills Very good knowledge of German and English (other foreign languages would be desirable, but not a requirement) High willingness to travel (up to 50%) What we offer Flexible working hours and models as well as mobile office options for a good work-life balance Personal development through development programs, training, or e-learning as well as professional mobility within the international Groupe SEB Generous employee discounts in the WMF online store and corporate benefits Excellent company restaurant with employee subsidy and a wide and varied range of food, kiosk, and food to go for your physical well-being Attractive salary package with Christmas and vacation bonuses and company pension scheme Health offers such as job bike leasing or advice for your health Which goes without saying for us: 30 days annual leave, a variety of employee events, free parking, and coffee & tea specialties Further information on our employee benefits can be found here\: Working at WMF - Insight into the corporate culture at WMF (aboutwmf.com)