How will you make an impact?
We are looking for a Skill Chapter Lead – Global Helpdesk to help build and lead METRO’s global IT support organization. The role will report in the future Platform Global IT Service Operations.
In this role, you will contribute with your functional expertise to help develop and lead a team of Helpdesk specialists delivering IT support to users across multiple countries. You will define capabilities, develop talent, establish consistent ways of working, and ensure the organization is set up for long-term success.
Working closely with the project team and key stakeholders, you will play an important role in turning the organizational design into an effective operating model, shaping a modern, scalable and customer-focused Helpdesk operation.
Join our team as leader and make the difference to build the next level capabilities of METRO Global Helpdesk.
Your Responsibilities:
- Act as a line manager and coach for the chapter members and help people with their growth;
- Foster a culture of learning, collaboration and innovation within the chapter;
- Develop chapter strategies for future oriented capability evolution;
- Define and enforce best practices, standards, methodologies and help to use common technical approaches;
- Promote knowledge sharing across squads and chapters (incl. support for building communities);
- Provide technology guidance to squads and platforms;
- Support squads in solving complex technology challenges keeping teams empowered for solution resolution;
- Ensure staying updated on industry trends and emerging technologies;
- Contribute to roadmaps and strategies with technical expertise;
- Ensure optimal allocation of chapter members to squads based on skills and priorities;
- Lead recruitment and onboarding of chapter members;
- Select external partners and manages their performance;
- Support initiatives for process optimization, cost reduction and efficiency gains;
- Collaborate with other chapter leads, squad leads, and senior management to align on strategic; initiatives and drive the success of squad business goals;
- Manage chapter from administrative perspective.