Aeven, a leading Danish IT Service Provider headquartered in Copenhagen, is seeking an experienced and dynamic professional to join our team as a Service Desk Senior Manager.

With our European service desk deliveries expanding rapidly, we are looking for a talented individual who can lead and enhance the overall service desk experience.

Our clients, mostly critical organizations for Danish society, rely on us to provide excellent end user experiences when working with their core IT, making this role crucial to our mission.

As the Service Desk Senior Manager, you will play a pivotal role in managing and developing our European service desk deliveries. This position will be based in the Czech Republic and requires a leader with experience in managing people-heavy organizations and leading leaders. The ideal candidate will have a solid background in service management and possess a deep understanding of ITIL and Service experiences. Preferably also having an understanding of Danish culture.

Key Responsibilities:

• Lead the transition of new customers and agreements into our service desk environment, ensuring stabilization and quality while continuously adjusting to the customers need.

• Provide leadership and direction for the European service desk deliveries.

• Manage and mentor a team of leaders and service managers, fostering a collaborative and high-performance culture.

• Build on, and further improve, a great work environment where our employees thrive and grow for years.

• Drive continuous improvement initiatives to enhance service quality and efficiency.

• Ensure compliance with ITIL practices and implement industry demands and best practices.

• Collaborate with cross-functional teams to meet and exceed SLA (Service Level Agreement) and XLA (Experience Level Agreement) targets.

• Develop and maintain strong relationships with key stakeholders.

Employee Benefits

• 6 weeks of paid time off per year

• 5 sick days per year

• Flexible working hours

• Possibility to work from home

• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings

• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)

• Referral bonus (20,000 – 60,000 CZK)

• Free snacks on Mondays and monthly get-togethers

• Free fruits and vegetables every day

• Height-adjustable tables

• Co-working offices in Ostrava and Brno

• Czech language lessons

• Annual flu vaccination for free

Qualifications:

• Proven experience in leading people-heavy organizations and managing leaders.

• Strong background in service management and service support.

• Familiarity with Danish culture and the ability to adapt strategies accordingly.

• Experience in successfully transitioning new customers and agreements into a standardized environment.

• Demonstrated success in driving improvements in service delivery and customer satisfaction.

• Excellent communication and interpersonal skills.

Requirements:

• Bachelor’s degree in a relevant field; Master’s degree is a plus.

• Certification in ITIL and/or SaFe.

• Minimum of 5 years of experience in a management role within an IT service environment.

• Proficiency in English; knowledge of Danish is a plus.

At Aeven, we value every job applicant and prioritize your candidate experience. Here is an overview of our standard recruitment process: After application, please expect feedback within 5 working days.

Two interview rounds:

• First round: Interview with hiring manager and potentially a colleague. Feedback within 2 weeks.

• Potential second round: Interview with hiring manager, global lead (optional), and local HR. Feedback within 5 working days.

Successful candidates will receive feedback and job offer directly from the hiring manager.