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MR & PR; Manager In Warehouse Checking Boxes,

Regional Field Support Manager (Warsaw)

Twoje zadania

General description

The IT Service Desk Regional Field Support Manager is responsible for the regional Field sup-port operation of the ITSD (including resources) for local and Global IT services used in Schen-ker locations. The position will assist the Head of IT Field Support to ensure that there are support plans in place that are defined country by country and utilize either Schenker field resources or 3rd parties and the management of those resources. Issue resolution for applications, user hardware and network/infrastructure which cannot be resolved remotely and planned mainte-nances that require field support are the primary responsibilities, in addition to escalation man-agement.


Key tasks & responsibilities

  • Responsible for the regional escalation management regarding ITSD Field Support topics, incl. support of decision making, risk management and prioritization
  • Ensures appropriate reporting and notifications to regional key stakeholders and that key performance indicators are measured and reported
  • Field support will be dispatched by either L1 or L2 support using the Field support function within Service Now, setup will require configuration data to be captured, imported and maintained for internal & external resources so that resources are dispatched in the most efficient manner.
  • Lead and facilitate post mortem / deep dive investigations into high impact incidents, take ownership to drive root cause investigation, risk mitigation, and ensure a permanent reso-lution is executed
  • Resolution of tickets assigned to Field Support.
  • Support to manage escalations and resolves customer complaints related to field support
  • Ensures support and maintenance of local IT services (i.e. applications, user hardware and network/infrastructure which are defined country by country)
  • Coordination of support for local installation of PCs, notebooks and software components, infrastructure in conjunction with local or global GIS programs
  • Work with 3rd party suppliers in accordance with Schenker processes as identified by the country support plan.
  • Quality of Service management including SLA / KPI compliance and corrective actions for internal / external resources.
  • Identify and execute Continuous Service Improvements
  • Resource management – planning, onboarding of new staff, target setting & review, disci-plinary etc. in accordance with country specific rules & regulations.
  • Implementation of global standards for the field support teams. (i.e. trainings, skills, tools)
  • Ensures integration testing of new or changed solutions so that the Field resources pro-vide a first-class Quality of Service.
  • Implementation of Branch Health Check (BHC) and Cyber Cafe concepts for all countries / branches within the region.
  • The work environment for this position demands 25% of traveling throughout the region with a further requirement to travel at times to other DB offices worldwide.

Nasza oferta

  • Having an impact. In our team every opinion matters. We are inviting everyone to bring their ideas along because we think that it helps us to create the best products possible
  • Minor benefits for you to enjoy. Holiday bonus, subsidies to private healthcare, sports cards, cinema, and theatre tickets and group insurance.
  • Great atmosphere. Awesome people, foosball and after work beer is at your disposal.
  • Challenges. We are not afraid of challenges because they are fun to solve Development. We are offering you not just a job but the place where you can professionally and personally grow
  • Open Communication. We strongly believe that good communication is at the core of all successful companies. That’s what we cultivate in our company as well.


Szczegóły oferty


Regional Field Support Manager (Warsaw)




Schenker Technology Center (Warsaw) Sp. z o.o.