Workplace User Help-desk Manager

The Workplace User Help-Desk Manager is accountable and responsible for:

- Running and continuous improving of Workplace User Help-Desk Services in respect of i) Group Policies, ii) contracted SLAs Vs GOSP served Legal Entities and iii) internal OLA vs other GOSP divisions; the responsibility and the accountability include all Countries and services in scope of the Target Operating Model including:

- Top Management Help Desk dedicates services;
- Workforce Help Desk;
- Sales Force Help Desk;
- Help Desk Analytics, KPI Reporting & Automation;
- Proximity (on-site) IT Support Services.
- Maintaining and constantly reviewing the Group Workplace User Help-Desk Services Catalogue and Standards to guarantee that they are: i) fulfilling company needs, ii) aligned with best-of-breed SLAs and market standards, iii) applied with limited and justified exceptions throughout all GOSP served legal entities, iv) maximizing the reduction of GHG emission towards the achievement of the Group Sustainability Targets.
- Designing, Deploying, Running and Continuous improvement of the Workplace Target Operating Model and extend it to all Countries serviced by GOSP to implement standardization and exploit efficiency through economies of scale and scope.

Main tasks for Workplace User Help-Desk Manager are:

- Plan, organize, engage the Workplace User Help Desk central but geographically distributed team to deliver Department responsibilities and targets; User Help-Desk distributed teams should work according to Group Standards, same KPIs set and reporting to continuously improve service quality (e.g. reduction in #tickets inflow and #tickets in backlog, reduction of #tickets in aging buckets);
- Collaborate with the GOSP Workplace End-Point Management team to deliver and continuously improve Workplace proximity services and with other GOSP Workplace Departments and Units for what User Help Desk services are concerned;
- Collaborate with GOSP Security to implement Security Operations requirements which requires interaction with the Users equipment;
- Collaborate with Group Procurement to plan and manage existing Workplace contracts renewal and to prepare and run tenders including Workplace services;
- Collaborate with GOSP Infrastructure Operations Service Desk to define and continuously improve processes (e.g how to trigger potential Incidents) and tools (e.g. ServiceNow);
- Collaborate with GOSP CTOs and BRMs to estimate efforts for Customer Demands with Workplace User Help-Desk activities;
- Produce and report weekly/monthly/quarterly Workplace User Help-Desk analytics, KPIs and Services Technical Measures to monitor services consumption, SLA/OLAs and to identify opportunity of service optimization;
- Contribute to the implementation of Operational Excellence (OpEx) programs for what Workplace User Help-Desk initiatives are concerned;
- Cascade periodically to Workplace teams Group Strategy and GOSP Strategy updates;
- Support Workplace Teams to enable “Decarbonization” and “Diversity Equity and Inclusion” (DEI) programs.

**Requirements**:

- Transformation and change management skills applied in Target Operating Model in IT and Operations are required;
- Strong balance between hard and soft skills is required;
- Proven structured communication and problem-solving skills are mandatory;
- The ability to work under pressure and handle stress.

**Skills**:

- Strong proven Service Management skills;
- Problem-solving and analytical skillset;
- Structured Communication skills and ability to manage a wide array of different stakeholders;
- Strong operational focus, ability to drive topics and deliver results;
- Proven Vendor Management skills in multi-country contracts;
- Fluent English, another European and/or other language is a plus;
- A bachelor's / University degree in Business, Computing, Engineering, or related field.

Notes/Preferences:

- Based in Milan Headquarters;
- Available for frequent working travel in Generali Group Legal Entities (mainly in Europe).