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General information

Location:
DE_Böblingen_Konrad-Zuse-Straße 10, DE_Garching_Parkring 1-5
Additional Location:
Böblingen, Germany | Böblingen, Germany | Garching, Germany
Job Family:
Digital
Worker Type Reference:
Regular - Permanent
Pay Rate Type:
Salary
JOB ID:
R-33184-2024

Description & Requirements

About The Role:

In this pivotal role you will spearhead the strategy, direction and oversight of Digital End User Services across the company. You ensure that HARMAN's end users have the necessary digital assets (PC, phones, etc), technology tools and support to perform their job functions effectively. This role involves overseeing the delivery of Digital / IT services to end users, managing support teams, and ensuring that technology resources align with business objectives. This role is instrumental in ensuring the seamless access to the Digital Services across all divisions and locations.

Your Team:

You report directly to the Vice President of Digital Enterprise, Cloud, and Security, lead a team of 5+ direct reports, each of which oversees a specific region and over 140+ site admins located at the different locations of the company globally.
 

What You Will Do

  • Ensure timely and effective support for end users, addressing issues and incidents related to hardware, software, and connectivity
  • Manage End User Services strategy and budget ($10M+)
  • Oversee the operations of the service desk, ensuring that it operates efficiently and meets service level agreements (SLAs)
  • Ensure service requests are handled and resolved promptly
  • Oversee the management of end user devices (computers, laptops, mobile devices) and ensure they are properly configured, secure, and up-to-date
  • Coordinate the deployment and maintenance of software applications used by end users
  • Gather feedback from end users to identify areas for improvement in IT services
  • Implement initiatives to enhance the overall user experience and satisfaction with IT services
  • Allocate resources effectively to meet service delivery goals
  • Manage relationships with third-party vendors and service providers involved in providing end user services
  • Participate in contract negotiations and vendor selection processes
  • Keep abreast of emerging technologies and trends in end user services to recommend and implement innovations that can benefit the organization
  • Ensure that IT services and support activities comply with relevant regulations and industry standards
  • Recruit, train, and lead a team of IT professionals responsible for end user support
  • Evaluate and manage the performance of team members, providing feedback and facilitating professional development

What You Need

  • Bachelor’s degree in Information Technology or equivalent
  • Very good knowledge of English and German
  • 15+ years professional experience in Digital / IT End User Support
  • 15+ years of experience leading a global, multi-cultural team of leaders and technical professionals spanning a wide variety of competencies
  • Dedicated experience managing complex, global projects that impact business performance
  • Strong leadership skills, and the ability to prioritize several compeeting needs
  • Strong experience in leading change management
  • Solid oral and written communication and presentation skills at all levels
  • Ability to effectively prioritize and execute tasks in a high-pressure, time-sensitive environment
  • Experience with ITILv3 framework processes and activities, as well as strong project management experience or PMP certification preferred
  • Aspiration to create and maintain measurable and sustainable processes

What We Offer

  • HARMAN offers a diverse and inclusive work environment that fosters and encourages career development opportunities, professional training and competitive market base compensation
  • You will also receive top-notch employee discounts on Harman’s Consumer Audio (JBL, AKG, HARMAN Kardon) and Samsung products
  • Flexible work schedule with a culture encouraging work life integration and collaboration in a global friendly working atmosphere and good work-life-balance
  • Attractive salary package
  • Professional development opportunities through HARMAN University’s business and leadership academies which also includes extensive technical trainings
  • Internal talent management leadership acceleration programs
  • “Be Brilliant” employee recognition and rewards program

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.