Service Desk Roadmap support & planning consulting analyst


As an Associate Consultant for Service Desk Roadmap & Planning you will be accountable for the implementation of strategic initiatives, continual improvements and overall organizational support for the whole of Service Desk organization. You will be responsible of drive Service Desk departmental goals and Service Desk wide implementation of strategic improvements.

What you will do:

•Serve as a change leader, innovate and have an appreciation for thinking outside of the box, questioning the status quo, and striving to find efficiencies in all work
•Drive strategic initiatives and continuous improvements in cooperation with all relevant teams within / outside Service Desk
•Provide accurate status on deliverables
•Give well-informed advice and take steps to ensure that it is properly understood and appropriately exploited to enhance effectiveness of significant activities
•Generate presentation, documents and organizational communication
•Manage event set-up and liaise with stakeholders during planning process to ensure everything is in order
•Plan, write, edit, generate ideas for articles, announcement, and any other communication materials
•Design and create visuals for communication materials
•Coordinate with controlling on annual budgeting, forecasting, and justification of budget variances
•Coordinate cross Service Desk ad hoc management tasks

You should have:

•University Degree
•At least 5 years of Service Desk experience
•Experience in cross-divisional cooperation
•Proven ability to manage senior and or executive level stakeholders; clearly understands stakeholder interests and concerns and initiates procedures to improve relations and communications between stakeholders.
•ITIL and ITS process knowledge
•Strong written and verbal communication skills; builds credibility, trust and long term relationships with key parties
•A keen eye for aesthetics and details
•Experience in cooperation with multicultural teams
•Experience in driving improvement plans and strategic initiatives
•Experience in coordination and facilitation of events
•Excellent communication and presentation skills
•Ability to speak to large group of people
•Ability to work independently, self-motivated and proactive
•Experience with Service Desk and service management is an advantage

What we offer:

Great team of IT professionals and possibility of technical development
•Modern offices in Chodov
•Home office possibilities
•Permanent contract
•Pension plan contribution, Long-term Sickness Insurance
•CAFETERIA employee benefit program with wide selection of benefits from Edenred
•Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days absence due to illness per calendar year, Lunch vouchers fully covered by company
•Multisport card, mobile and laptop, fruit days, sport clubs for employees, Referral program…


Martina Hrbková
Martina Hrbková
DHL Information Services (Europe) s.r.o.

V DHL IT Services jsem zodpovědná především za nábor juniorních pozic a za kompletní Service Desk oddělení. Nejčastěji obsazuji pozici Service Desk Analyst v různých jazykových kombinacích.

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