Manager, Service Management & Service Desk to MacGregor

We are looking for exceptional individuals to join our team and seize this unique opportunity to build a highly capable company for its new era. We value innovators, those who relentlessly drive continuous improvement, and people who thrive in collaborative environments to achieve outstanding outcomes

Imagine being part of shaping the new MacGregor and our Information Management (IM) function. It's not just a job; it's a once-in-a-lifetime transformation journey, and we're inviting you to come along for the ride. Let’s rule the seas together! – Thomas Bayard – Vice President, IM

Manager, Service Management & Service Desk

MacGregor is expanding its internal competencies, and we are looking for an experienced, and self-motivated Manager, Service Management & Service Desk to join the End User Services team. You will work in an international environment, where you will be responsible for the day-to-day operations of the Global Service Desk and Service management, developing processes, driving automation, and ensuring the SLA’s & XLA’s we agreed with our Service Desk partner are met. You will be working closely with our internal business stakeholders, our service managers and our outsourcing partners to ensure that we have the ‘best of class’ end user support in the industry.

Key responsibilities:

• Ensuring the operation of the Global Service Desk on a day-to-day basis
• End responsible for all communication that is sent through the Service Desk
• Ensure Service Providers are compliant with MacGregor policies and standards, and with Incident, Change, Problem and Release management processes, and participate as needed for example in CAB meetings, updating change calendar. Holder controls budget, reviews invoicing and assists SMO in cost recharging

• Ensuring that onboarded agents at the Service Desk are properly trained
• Follow up contractual compliance and SLA/KPI reporting of Services

Skills and Experience

We expect you to have the attitude of 'I am here to help you' and being a very process driven person. Good interpersonal and communication skills are a prerequisite. Readiness to bring the best practices and benchmarking opportunities from the industry to the business. As we are a dynamic organization we expect you to adapt and respond to change rapidly.

Skills and experience that would help you succeed in this role:

• Minimum Bachelor’s degree in Computer Science, Information Technology or related field

• 5+ years of experience in service desk management and service management
• Experience working with ServiceNow
• Experience in working with key ITIL (V3 or V4) processes (Change and Incident Management) is a requirement
• Experience with running global projects
• Good knowledge about budgeting, accounting and forecasting
• Express yourself fluently in the English language, verbally and in writing

Why MacGregor?

We offer you the unique opportunity to jump into a transformation journey, where you can leave your footprint.

MacGregor is shaping the offshore and marine industries with leading cargo and load handling solutions and services. Working together with shipowners, operators and builders, we innovate, design and develop solutions that last for a lifetime.

We are a global company that operates in more than 30 countries with 2000 employees and more than 700 MEUR revenue. Our products and solutions can be found onboard more than every second vessel in the global merchant fleet.

Values guide our work

• Integrity steers all our thinking, behavior and the relationships with our customers and other stakeholders 

• Quality is valued in our processes, products and services and helps to improve our customers’ performance and our own competences 

• Safety is essential in everything we do

We offer our employee benefits such as collective agreement, insurances, pension, wellness benefits and Benify.

Additional information

Position is primarily located in Gothenburg, Helsinki, or Kaarina. Alternatively, other MacGregor locations are also an option.

Wise IT is supporting MacGregor in this important recruitment. If you have any questions about the position, please contact: Jacob Elmeljung, IT Recruitment Consultant, jacob.elmeljung@wiseit.se 

Does this sound like the job for you? If yes, we hope to hear from you before the application deadline 31.10.2024, through submitting your application via our Wise IT recruitment system.

Proud of our heritage, leading today and ready for the future.

Our purpose: We enable sustainable global maritime operations by maximizing efficiency in cargo and load handling.

Our vision: creating lifetime value.