Back to jobsLead, coach and develop the Global IT Support team (7 team members); ensure effective planning, ways of working and stakeholder communication.
Own the global Service Desk operating model and processes (ticket intake, prioritisation, escalation, incident handling, communications, handovers), aligned with ITIL principles.
Support country organisations in adopting standardised support processes and tools, enabling consistent service quality across the group.
Drive incident and problem management, including trend analysis, root cause analysis and prevention in collaboration with IT Operations and application owners.
Lead major incident coordination and communications, ensuring timely escalation, clear updates and post-incident reviews.
Own knowledge management: ensure troubleshooting guides, SOPs and a searchable knowledge base are high quality, maintained and easy to access.
Champion continuous improvement through automation, monitoring, dashboards, and introduce and scale AI capabilities in the support process with the right governance.
Manage Service Desk tooling and performance reporting (SLAs/OLAs, backlog, response/resolution times, customer satisfaction), turning data into improvements.
Coordinate with external partners and suppliers to ensure delivery, escalation paths and SLA adherence.
Ensure secure operations and good practices in line with privacy and information security expectations in a healthcare environment.