IT Service Manager

at  FLSmidth Inc

Create a better future with sustainable solutions
Do you want to make a difference in the world and contribute to a sustainable future? We believe we can develop the technology and gain the know-how to make that difference, tackling the climate challenge. It’s a big responsibility, and we have committed to do it.
Your curiosity know-how and innovative mindset will take us from idea to action. Together, we enable our customers to produce the materials needed for a better future.
We are looking for a detail-oriented IT Service Manager to manage our infrastructure support for North and South America. Handle customer service interactions, reports, and repairs. The service manager’s responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members. The service manager maintains a strong working knowledge of all company standards and practices as well as knowing the Digital department supports and service models. Experience to manage the IT infrastructure of all the offices. The infrastructure equipment needs to be well maintained, resume services quickly when there are outages by coordinating with different support teams.
IT Infrastructure Site Management team is part of Critical Infrastructure domain, which provides hands and feet services to FLSmidth employees. Globally responsible for site management on IT infrastructure. Our key responsibilities are to make sure the end user hardware requirements are ably provided, physical support on IT issues, maintain global print standards, conference room maintenance, asset procurement, mobile service management and eWaste management. Coordinate with Networking, cloud and data center services.

Your responsibilities

• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team’s objectives are met.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure satisfied users.
• Understand the asset requirements, procure and stock them to be used when the users need them in the sites. Maintain the CMDB to reflect the IT asset inventory.
• Coordinating and resolving priority incidents by contacting service desk. Closely work with L1,L2 and L3 teams to resolve user issues and reduce the critical service down time.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Anticipate business and teams needs using proper leadership techniques and proven problem-solving methods
• Understand how to make changes to the company knowledge base to anticipate the needs of your technical associates
• Analyzing and auditing work and customer service to ensure the company’s high standards, efficiency, and productivity goals are met.
• Maintaining strong relationships with key stakeholders to improve user satisfaction and meeting the business expectations.
• Helping to train new technicians to quickly understand the job role and perform his duties.
• Maintaining a strong working knowledge of IT regulations, restrictions, and ensuring the company’s adherence to these regulations, and remaining current on the process and policy.

What you bring

• Minimum bachelor’s degree in business, administration, or related field.
• 5 years experience in similar positions
• Previous IT Infrastructure management experience
• Strong knowledge on IT setup in captive organizations
• Passion to learn the IT tools, troubleshooting methodologies
• Vendor coordination to receive prompt services
• Ability to travel and work after hours when necessary
• ITIL knowledge is an added advantage
• Previous experience of troubleshooting hardware and software issues is an added advantage
• Advanced English

What we offer

• Competitive benefit package including health, dental and life insurance
• Christmas bonus (30 days of the monthly salary)
• Saving fund
• Food card
• Vacation premium bonus
• An equal opportunity employer committed to creating a diverse and inclusive workplace
• A global network of supportive colleagues and growth opportunities

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion.
We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is.
Kindly note that we will be reviewing applications and conducting interviews on an ongoing basis so please apply as soon as possible.
Candidates will be contacted by email.
No recruiters and unsolicited agency referrals please.
FLSmidth is the leading supplier of engineering, equipment, and service solutions to customers in the mining and cement industries. You can learn more from us at
www.flsmidth.co

• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team’s objectives are met.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure satisfied users.
• Understand the asset requirements, procure and stock them to be used when the users need them in the sites. Maintain the CMDB to reflect the IT asset inventory.
• Coordinating and resolving priority incidents by contacting service desk. Closely work with L1,L2 and L3 teams to resolve user issues and reduce the critical service down time.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Anticipate business and teams needs using proper leadership techniques and proven problem-solving methods
• Understand how to make changes to the company knowledge base to anticipate the needs of your technical associates
• Analyzing and auditing work and customer service to ensure the company’s high standards, efficiency, and productivity goals are met.
• Maintaining strong relationships with key stakeholders to improve user satisfaction and meeting the business expectations.
• Helping to train new technicians to quickly understand the job role and perform his duties.
• Maintaining a strong working knowledge of IT regulations, restrictions, and ensuring the company’s adherence to these regulations, and remaining current on the process and policy