Manager, EMEA IT Services

at  Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
An exciting opportunity has arisen for an EMEA IT Services Manager to become part of our existing Global Services Management team. We are looking for an experienced, dynamic & confident IT Services Manger who thrives in the fast-paced world of IT, who wants to take the ownership & accountability of solving technical challenges. Eager to supervise and coordinate incident management, utilize knowledge accumulated from partnering with Service Management team.
The role will be based out of Genesys Budapest office and reports directly to the Global Director of IT Services, AV & Services Desk. The Successful Candidate will be responsible for leading a team of 9 employees who are based throughout Genesys offices in EMEA.
Key success factors for this position are ability to partner and coordinate with other key IT functional leaders, closely monitor and report support KPI’s. Engage with Genesys employees and key business stakeholders for support related matters and align support operations with the priorities of the business. EMEA IT Services Manager will strive to expand the efficiency and capability of out enterprise IT client computing ecosystem through continuous process improvements, automation and AI. Proactive & accountability mindset with excellent communication skills.

JOB REQUIREMENTS & QUALIFICATIONS

• Ability to work on-site in our Genesys Budapest office
• Outstanding customer service skills and strong team orientation.
• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment, highly organized, efficient and up to date with latest technologies.
• Excellent communication skills, both spoken and written to interface with and influence all levels in the business.
• Proven track record managing end-user support delivery in a global environment. Delivering change and managing delivery and technical risk to ensure successful outcomes.
• Deep level experience working with Service Desk operation, ticket workflows, automation, triage, and performance metrics.
• Solid experience with ServiceNow or equivalent ITSM and ITAM tools.
• Strong experience in service management including P1 incident, escalation and change management.
• Ability to solve complex technical and business problems and collaborate with others to achieve positive outcomes.
• Able to work effectively and independently under deadlines.
• Outstanding leadership qualities - Teamwork, Mentoring, Development and Motivational.
• 7+ years IT end-user support experience required.
• 5+ years in desktop hardware and software administration, audio/visual, and end-point management technologies (e.g., Windows 11, OSX Ventura, IOS, Linux, Android, JAMF, Intune, Tanium, Crestron).
• 3+ years of experience with the direct supervision of employees, contractors, or vendors.
• Experience in desktop imaging/deployment, automated software distribution and supporting enterprise-wide upgrades and rollouts.
• In-Depth knowledge of end user computing and awareness of latest industry trends.
• Familiarity with Information Technology Infrastructure Library (ITIL).
• Bachelor’s degree in Computer Science or Information Systems.
• Travels domestically or internationally as needed.
• Flexibility to work outside office hours as and when required.
• Process driven and ability to understand the complete project life-cycle including creating and updating all relevant documentation for IT & support teams.
• Strong analytical problem-solving skills with ability to draw conclusions methodically and logically.
• Able to plan and execute effective strategies that have led to measurable business growth.
• Able to negotiate, demand and priorities with stakeholders.
• Experience of devising and managing delivery of a program & training activities to ensure continuous learning improvement.
• A proactive self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities.
• Able to work closely with senior (executive level) business stakeholders, demonstrating the gravitas and presence to inspire confidence and influence actions.

Preferred Knowledge and experience

• Certified ITIL foundation V4 or above
• ServiceNow Experience
• Up to date with the newest trends, tools and strategies as it relates to managing a lobal services desk.
• Experience with customer Self-services portals, self-help, automated chat-bots, live chat.
• Experience of Agile fundamental principles and PMO

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

• Manages IT team members, allocating responsibilities and work, and delegating responsibilities as appropriate.
• To ensure that IT services desk support and training are delivered to the highest possible standards across EMEA regions. Measured by excellent satisfaction levels across the business stakeholders and to act as the senior escalation point of IT support issues.
• Partners with peer domestic and internationally located IT managers to ensure operational conformance with global IT Services policies and procedures and aligns operations with IT Security compliance policies.
• Owns service and support related escalations and provides customer focused support for complex issues and requests.
• Sets performance targets, and monitors progress against agreed quality and performance criteria.
• Implement IT services strategy in line with IT requirements of the winder business initiatives.
• Develops and enforces request handling and escalation policies and procedures following ITAM and ITSM best practices.
• Operational management of all monitoring, maintenance, deployment and support of end user points, services, network appliances, telephony and applications.
• Managing IT for 33 Genesys offices throughout EMEA region. Galway, Budapest, Paris, London, Riyadh, Tel Aviv, Dubai, Milan, Madrid are some of the examples of offices in EMEA.
• Manage 3rd party contracts to ensure services levels are in line with the business strategic aims.
• Manages the process of onboarding / off-boarding of employees on corporate systems and the timely delivery of IT support services.
• Operate as a key interface between the business and the IT team/ 3rd parties to ensure the required hardware/software is in place to support the business growth.
• Ownership and delivery of IT related deliverables in all future change plans.
• Manage/Develop the IT team driving a high performing and results driven culture
• Assists with budget preparation, forecasting, and managing CapEx and OpEx spending to budget targets.
• Performs data analytics, planning, and reporting for operational activities and projects.
• Experience with SOX, cyber essential, compliance and the ability to support annual audit exercises.