TEAM LEAD FOR GLOBAL INCIDENT MANAGERS

INTO INCIDENT MANAGEMENT & IT SOLUTIONS?
WE VALUE THAT IN YOU

Working in a constantly changing environment, with representation in more than 130 countries and across all time zones, calls for a team of open minded and business-driven people with good technical understanding. Systems administrators and developers, as well as project managers and communicators, all with different backgrounds and experience, make up our team today.

Global Operation Center, within Sandvik IT Global Shared Services, is the operational unit responsible for developing monitoring coordination to offer to Sandvik IT Supply and our Business Partners. We manage our ITIL processes to assure that Sandvik IT and its suppliers work according to framework and instructions. Our aim is to become the focal point for monitoring of infrastructure, business applications and processes within the Sandvik Group. We are now looking for a Team Lead for Global Incident Managers, an important role within IT, with an extensive network of contacts at all levels within both IT and business areas, from technicians to the senior management. The right person will find opportunities here to develop to a managerial position. The position is to be based in Sandviken or Kista.

Job Summary

As Team Lead for Global Incident Managers you are primarily responsible for the overall quality and day-to-day execution of the operational incident management within Sandvik IT Global Shared Services. Together with the Operational Process Managers, the Process Manager and the Process Owner, you support Sandvik AB by providing a systematic approach to the IT delivery organization. You are the main coordinator and the focal point for the operation of our incident management process. You take responsibility for distributing work-loads within teams, and drive governance framework among internal and external suppliers, and communicate with both IT and business stakeholders. Operationally your team will be accountable for driving end-to-end resolution of high-priority incidents and overlook the lifecycle governance of all other incidents. Your daily work tasks include taking ownership and coordination with the different internal and external delivery teams, organizing and facilitating service restoration meetings, hosting supplier governance meetings, establishing necessary measurements and KPI reporting for the process, conducting Continuous Service Improvement and being accountable for operational routines.

Your profile

We are looking for someone with a degree in IT or equivalent experience. You have at least five years’ experience with Incident and Problem Management. Service Desk first line and supervision experience is important for this role, as well as leadership and supplier governance experience. You are ITIL foundation and practitioner certified, while an ITIL V3 Expert qualification is advantageous. Experience of tactical and operational process development, as well as training and workshop facilitating is preferred. As we act in a global environment, you must have excellent English skills, both in writing and speaking.

We recognize and value your passion and personality, which are characterized by your motivated and committed working style: you thrive by providing value to the business and you act as a role model for your colleagues and customers. You are a logical and analytical thinker, and where others see problems – you see opportunity. With your structured and competent organizing skills you naturally take ownership of your tasks, and you also have the ability to handle several tasks at the same time. You are an excellent communicator and it is important that you have the ability to communicate effectively with end users, IT technicians as well as senior management. Being a great listener, driven, objective and fact oriented are also important parts of your character.

We are a company with an open-minded culture, actively working to create a workplace that is characterized by diversity and inclusion.

Contact information

For further information about this position, please contact:

Hong Zhu, recruiting manager, +46 70 616 22 70

Union contacts

Urban Höög, Unionen, +46 26 261 713

Anna-Karin Wedin, Akademikerföreningen, +46 26 262 780

Peter Olsson-Andrée, Ledarna, +46 26 261 984

Send your application no later than 24 May 2016. Read more about Sandvik and apply at www.sandvik.se/career, Job ID: 344255.

For more information about the recruitment process, please contact HR Services, +46 (0)20 261 444.

Recruitment Specialist

Irene Sveen

Sandvik is a high-tech and global engineering group offering advanced products and services that enhance customer productivity, profitability and safety. We hold world-leading positions in selected areas – tools for metal cutting, equipment and tools for the mining and construction industries, stainless materials, special alloys, metallic and ceramic resistance materials as well as process systems. In 2015, the Group had about 46,000 employees and sales of about 91 billion SEK in more than 150 countries.

Deadline: 24 May
Job-ID: 344255

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