Service Delivery Manager - Tooling for Global Service Desk
What you will do as our Service Delivery Manager – Tooling for Global Service Desk
As our new SDM - Tooling within the Global Service Desk, you’ll be responsible for a set of tools delivered globally within ASSA ABLOY.
The current tools in scope are our newly launched IT Support Chatbot & Translation tool.
While your responsibility lies with the Tools owned and delivered by the Global Service Desk, other tools (like Nexthink) will also play a big role in your day-to-day work as they are connected with the Global Service Desk Tools and frequently used by our support agents.
This role will focus on ensuring that the tools are efficiently supporting our end users as well as the IT community.
The ideal candidate will act as the main point of contact for all tool-related initiatives, coordinating between technical teams, external service partners and business stakeholders.
This role is not primarily technical, but an interest and good fundamental understanding of relevant tools & technologies is needed.
Key Responsibilities:
- Responsible for the delivery of Chatbot & Translation tool.
- Work closely with IT, Service Desk, and business teams to understand needs and define tooling capabilities.
- Coordinate updates, improvements, and issue resolution with technical teams and business stakeholders.
- Monitor performance and user feedback to drive continuous enhancements.
- Develop and maintain documentation, training materials etc.
- Stay informed about trends, best practices and tooling capabilities to recommend and implement improvements.
- Analyse the data output and translate into actionable items together with our service provider.
- Define and maintain the knowledge management processes for tools in scope
- Define and maintain tooling roadmap
Preferred skills and experiences
- 3+ years of experience with IT Support Chatbots & IT Support platforms
- Experience working with ServiceNow and M365 apps
- Experience managing or coordinating digital tools or applications on a global level
- Good business acumen
- Strong organizational skills
- Strong data analytic skills
- Fluency in English (written and spoken)
- Customer-focused mindset with a drive for improving service delivery
- Good communication and stakeholder management skills
The ideal candidate is a strong communicator with an eye for data analytics who thrives in cross-functional, global environments and brings a strategic, proactive mindset with a passion for innovation and continuous improvement.
We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
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