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Team Manager, IT Service Desk

Requistion ID:  3371

Kraków, Małopolskie, PL

Date:  23-Sep-2022

Are you passionate about customer service and IT support? Do you know how to effectively respond to user needs in a constantly changing IT environment? Then we’re looking for you! 
Inviting you to the next step in your career at a supporting and engaging team of Lundbeck GBS Krakow, a certified Great Place to Work and Poland’s Best Employer. For our Global IT Service Desk team, we are looking for an IT Service Desk Manager with experience of working in a multi-vendor environment and managing international teams to lead our EMEA IT support group.


Why be part of our journey?
You will be managing an international team of 12 -15 IT specialists and will be responsible for overall Service Desk performance and delivery. You will have a chance to contribute to global IT strategy and be part of various IT implementation projects, representing the global Service Desk on behalf of the Head of the Department. Global scope and our ambition to provide best-in-class support services, will allow you to contribute and shape the future of our IT organization.


Meet the team

Lundbeck Global IT Service Desk is a virtual team of 15 IT specialists, providing 24x5 support to Lundbeck employees and partners worldwide. The entire team consists of 2 groups operating from GBS Krakow office and Lundbeck Singapore. Krakow EMEA team provides support in 5 languages and collaborates with Global IT Service Desk and various stakeholders and vendors daily.


What is the challenge?

  • Managing performance and development of the assigned team (including recruitment, monitoring performance levels, motivation and individual development, planning, organization of work including managing daily workload)  
  • Acting as Deputy for IT Service Desk Senior Manager 
  • Engaging in the recruitment process 
  • Monitoring KPIs - assuring timely reporting and analysis  
  • Monitoring external benchmarking, user and customer satisfaction and initiating actions for improvement  
  • Providing input to develop and transform existing processes and policies  
  • Managing stakeholders with a strong drive in change management to execute transformation and standardization strategy   
  • Managing escalations and non-standard queries  
  • Managing key stakeholder’s relationships pro-actively, collecting feedback and actively looking for areas for improvement  
  • Executing ITIL Processes (Incident, Knowledge and Service Request Management) in cooperation with Process Owners 
  • Driving and executing continuous improvement agenda and efficiency projects by cooperating with Corporate IT, Vendors and Process Excellence Team 
  • Stimulating cooperation, driving and executing cross-functional agenda by working with non-IT GBS teams 
  • Supporting and contributing to the development of high performing culture in GBS and the overall success of GBS  
  • Managing reporting activities for the Global IT Service Desk 
  • Representing Global IT Service Desk in IT Projects 
  • Being accountable for meeting the budget targets for the area of responsibility

What you bring to the team

Professional experience & knowledge 

  • 3+ years of experience in managing IT Service Desk (or relevant support area) 
  • 5+ years of professional experience within IT support area 
  • Experience in a multicultural environment and working in a virtual team advantageous 
  • Strong team leadership and coaching capabilities 
  • Well-developed understanding of IT systems and tools 
  • Very good working knowledge of key IT processes around service delivery and operations, especially Incident Management, Knowledge Management, and Service Request Management (ITIL certified) 
  • English at C1

Education, Certificates

  • ITIL certified 
  • IT or Management education background 

Personal competences

  • Strong drive to developing self and others 
  • Strong communication and stakeholder management skills 
  • Mature attitude towards challenges and result oriented behavior 
  • Decision making skills  
  • Strong business partnering skills  
  • Able to work efficiently in multinational & virtual team  
  • Ability to engage stakeholders with different priorities and objectives  
  • Effectively communicates key data, including presentations to management – tailors the message to the audience  
  • Challenges status quo and continuously is looking for improvement opportunities  
  • Adaptive and flexible in approach towards people, challenges and tasks  
  • Deals well with ambiguity  
  • Manage pressure effectively and cope well with setbacks  
  • Customer oriented – ability to recognize business needs and translate them into a simple, efficient solution  
  • Ability to work with limited guidance and keen to determine the information needed to resolve complex issues  
  • Willing to work in a dynamic environment with switching priorities  


Our promise to you
Lundbeck offers an energizing workplace built on a flat structure and open culture that will allow you to have a visible impact on how things are done. We encourage a collaborative working environment while offering numerous development opportunities for our employees (including training, talent programs, and international assignments). We balance interesting, challenging, and rewarding work with many initiatives and programs focused on well-being, especially in the area of mental health. Your dedication is crucial - that is why you can expect us to be committed to your progress, so you can stay committed to our purpose. 
If you are looking for meaningful work and inspiring purpose in your professional life – Lundbeck GBS Krakow is the place for you. Develop your career and be your best! 
Highlights of selected benefits: 

  • Flexible working arrangements and top-notch equipment 
  • Private healthcare and life insurance 
  • Employee capital plans (retirement saving system) 
  • Unique recognition system with attractive rewards 
  • Cafeteria program 
  • Holiday bonus for when you’re out of the office 
  • Comfortable and modern office with well-equipped relax rooms 
  • Robust integration and event framework

and more! 


About us
Lundbeck Group Business Services Krakow (GBS Krakow) is a strategic part of Lundbeck, a global pharmaceutical company based in Copenhagen, specialized in brain diseases. We are tirelessly dedicated to restoring brain health, so every person can be their best. To fulfill this purpose, Lundbeck is engaged in the research, development, manufacturing, and commercialization of pharmaceuticals across the world. For more than 70 years, Lundbeck has been at the forefront of neuroscience research.


In Krakow, we contribute to this mission by delivering best-in-class operations and advice to the Lundbeck Group in the areas of Finance Operations, Finance Compliance & Reporting, Procurement, IT & Business Process and System Support, People Services, Legal, Compliance & Sustainability; Process Efficiency as well as People Analytics, Process Excellence, Project Management, and others.


Learn more about Lundbeck
See who we are and how we work | About Lundbeck GBS Krakow


About our recruitment process
If you are interested in this job offer, we encourage you to send your application as soon as possible via the Apply button. Please note that we will contact selected candidates who will meet our selection criteria.


The health and safety of our employees and candidates are very important to us. Due to the COVID-19 pandemic, our recruitment process is carried out all remotely. As your application progresses, you may be asked to use our digital tools in your recruitment journey. If so, one of our colleagues will provide detailed information on how to leverage those. At the same time, please be aware that all correspondence related to employment will come from an authorized email address.

About Lundbeck

About Lundbeck

Tirelessly dedicated to restoring brain health, so every person can be their best.

With too many people living with brain diseases around the world, our purpose couldn't be more important or more worth striving for. Every day we work tirelessly to change the outcome for these people. We are a community of specialists fiercely dedicated to restoring brain health, drawing on, and embracing, the uniqueness of every employee.

Our global footprint

Our approximately 5,300 employees in more than 50 countries are engaged across the entire value chain throughout research, development, production, marketing, and sales. Our research programs tackle some of the most complex challenges in neuroscience, and our pipeline is focused on bringing forward transformative treatments for brain diseases for which there are few, if any therapeutic options. We have research facilities in Denmark and the United States, and our production facilities are located in Denmark, France and Italy. Lundbeck generated revenue of DKK 16.3 billion in 2021 (EUR 2.2 billion; USD 2.6 billion).  

For additional information, we encourage you to visit our corporate website, and connect with us on Instagram @h_lundbeck, Twitter @Lundbeck and via LinkedIn