Regional End User Support Manager - Sub Sahara Africa at Epiroc

Main reponsibilities 

In this role you will be responsible for managing three key deliveries:

Service Desk: The remote support for the end users. You are the bridge of the Epiroc IT Platforms and Foundation Support organization, the end users and the external service delivery organizations. Together with the vendor and contract manager you are responsible for the strategic development of the Service Desk service and for the relationship with the strategic Partner. You are the operational responsible person for the partner in your region, ensure quality and escalation with the partner.
Regional Support: The local support for the end users. You are leading the team performing all tasks that cannot be managed remotely or require in-depth technical knowledge, enable purchase activities, provide local guidance to the business. You are the trusted advisor of the business for the operational needs.
Business Unit specific support: The IT onsite support of production unit, delivery centers and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.
For the day to day operational duties you will report to the IT Support Manager, with the local administrative management line in the region you will be located.

• Ensure regional adoption of routines and guidelines by the Support teams.
• Assess the end user's perspective of service performance.
• Monitor and review the service performance.
• Identify areas for enhancement and continuous improvement.
• Communicate, prioritize and resolve delivery issues and risks, disputes and escalations.
• Work with compliance, audit, risk and security teams to ensure Epiroc best practices.
• Prepare and review service performance reports identifying issues and initiating corrective actions.
• Represent the Support Organization in the Major Incident Resolution.
• Transparent service cost management.

Experience and educational requirements

• Similar or equivalent Management experience in a Corporate/Enterprise environment in IT end user support, with strong focus on remote management.
• Demonstrated effectiveness in managing multiple priorities and meeting deadlines in a fast-paced environment.
• Demonstrated commitment to quality and continuous improvement
• Experience with developing, documenting, implementing, and ensuring adherence to operational procedures.
• University degree or equivalent competence gained through experience
• Fluency in English (oral and written is a must). Other languages are a plus
• ITIL certification desired.
• Project Management is a plus.