group operational manager.

role definition

The Group Operational Manager is responsible for managing all on the ground operations related to the managed IT services delivered to our client in Denmark. Those include, but are not limited to, managing the service desk and the onsite support personnel, and assisting with all operational functions of the end user support, as well as managing and maintaining the relationship with several client contacts.

mandatory experience:

- Bachelor’s Degree in Business, Computer Science, or related field, or equivalent experience
- KCS Basic/Practices certification is a plus
- Strong understanding of ITIL and Agile methodologies; certifications preferred
- 10+ years in Service Desk and On-site Service Operations in large, multinational IT organizations
- 10+ years in personnel management, quality assurance, and process improvement
- Pharmaceutical industry knowledge is a plus

competencies:

- Analytical and design thinking
- Customer service orientation
- Strong interpersonal skills
- Good judgment and decisiveness
- Excellent communication in Danish and English
- Performance management
- Persuasiveness and technical competence
- Develop and maintain relationships with subordinates and superiors
- Resolve client issues through interdepartmental collaboration
- Communicate effectively with internal and external clients

tasks & responsibilities

- Identify staffing requirements based on forecasted call volume and projects.
- Manage operations in Denmark and HQ, including performance appraisals and improvement plans.
- Develop and align monthly call forecasts with staffing.
- Create client dashboard presentations, analyze data, and recommend process improvements.
- Participate in internal and external client reviews and dashboard meetings.
- Plan for client business events, including realignments, expansions, and new launches.
- Deliver monthly account business reports, including client service trends and business opportunities.
- Develop and review Statements of Work for incremental business.
- Coordinate with the Delivery Team to forecast call volume and adjust staffing models.
- Build and adjust schedules across all functions in conjunction with service desk and onsite support leads.
- Ensure Service Desk and onsite team meet efficiency requirements and service levels.
- Supervise Service Desk and Onsite Support leads on change management and service level compliance.
- Continuously measure and review process effectiveness and coordinate corrective actions.
- Implement KCS and achieve related goals and SLAs.
- Foster a customer-centric mindset to ensure superior quality of support.
- Liaise with global operations and delivery teams on upcoming changes.
- Prepare the Denmark team for changes with training programs and new SOPs.
- Drive strategic initiatives with the client related to technology and innovation.
- Maintain communication with HR, TAG Team, FSO vendors, and global operations.
- Report operational data to clients and HCL management in a timely manner.
- Analyze operational data and take corrective actions with service desk and onsite support leads.

benefits

- Join a supportive, diverse, global team with a great culture.
- Enjoy competitive compensation, up to 20 days' vacation, various insurances, and statutory benefits, detailed in our internal policy.
- Seize opportunities to upskill, personalize your role, and engage in exciting projects.
- Focus on total wellbeing and collaborate with like-minded colleagues on CSR, diversity, and other impactful initiatives.

Learn more at www.hcltech.com

about HCLTech

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

application process

If you find this position interesting, please apply via Randstad's website by clicking the button ansøg nu (apply now) to the left. We review applications on an ongoing basis and call in for interviews as soon as the right candidate applies. If you have any further questions about the position, feel free to contact Chief Consultant Kasper Kjærgaard on +45 61 95 92 51 or via mail to kasper.kjaergaard@randstad.dk

about randstad

At Randstad, we support people and organisations in realising their true potential. We do this by combining the power of today’s technology with our passion for people. We call it Human Forward.

Randstad DK is part of the international Randstad Group, which is the global leader in HR services. With more than 4,900 offices in 39 countries, we are providing work to more than 650,000 people every day.

In Denmark, we are among the leading temp and recruitment agencies with branches in Copenhagen, Aarhus, Aalborg and Kolding. A position we have achieved due to our expertise in matching qualified candidates with the right job opportunities.