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Regional Service Desk Manager EMEA

Req #: 170002S4_en
Location: Munich, BY DE
Job Category: Information Technology
Date Posted: 8/11/2017 10:43:32 AM
Baxter International


The Regional Service Desk Manager is responsible for ensuring that the global Service Desk and its associated operations are focused on global IT process improvements, service delivery and governance with services effectively delivered and managed into the region they support. Works with cross-functional IT teams within the region to ensure that IT processes and procedures are designed, developed and integrated utilizing best practices and industry standard frameworks. The Regional Service Desk Manager is responsible for working with IT functional areas within a region, process owners, process managers, and process coordinators to analyze, design, measure, control and improve the IT processes as they pertain to Service Desk activities within the regional IT organization.  Coaches and mentors users of the system.  Actively participates in service improvement initiatives within the region. Building and maintaining relationships with key stakeholders both within the region and globally is fundamental to the success of this role.


Strong communication and interpersonal skills. Excellent written and verbal skills.  Strong sense of business knowledge, activities and goals. Ability to lead, coach, motivate, inspire and influence. Ability to accomplish results through collaboration. Knowledge of the ITIL framework. Ability to think globally and regionally.  Experience working with a Service Desk and within a global team.  Ability to identify and prioritise business needs.  Exposure to Remedy IT Service Management
7+ Years’ experience working in a multinational IT environment
3+ Years’ experience in vendor management
3+ Years’ working within an ITIL framework
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