About this role
Job Requirements •University or Master of Science in engineering or technical field, preferably with a focus on automation/IT or equivalent. •Several years of experience in digitization for production, process optimization and process control within our industry. •Experience from coaching/leading global teams in multi-culture environments. •Strong IT service management experience and awareness in ITIL framework. •Project management experience. •Good in writing and speaking English. •Good understanding of external business trends to help drive internal strategies. •Experience from Change management in an international environment is preferred. •As a person you’re an excellent communicator. You’re flexible with a problem-solving attitude and seen by others as credible, trustworthy and open to new ideas. Responsibility Do you have a passion for service management, digital technology, continuous improvements and want to be a part of our Digital journey? Now you can make a career out of that passion! The Digital Technology organization operates within the Advanced Manufacturing and Projects & Engineering (AMPE) organization and is a key enabler for Functional Excellence and Continuous Improvement. AMPE provides key services such as Manufacturing Execution Systems (MES) to the business by using service management processes (ITIL), including a service desk The Service Desk Lead will have an important role in helping to improve the overall competitiveness of Nouryon in the market. You will support Operational Excellence efforts by delivering efficient and harmonized services across Nouryon. Furthermore, you will assist in increase insight, visibility and agility in operations through the use of these services. Main responsibilities • As Service Desk Lead optimize cost of ownership and quality for Digital Technology Services by efficient governance. • Initiate and drive development of the Digital Technology/MES platform to support Continuous Service Improvement across Nouryon. •Act as Service owner for the service desk. •Lead the daily work for the first and second line teams of Support Analysts. •Flag and escalate tickets that are not managed correctly. •Gather and present KPIs for monthly performance reports. •Plan and ensure that operational routines are executed according to schedule. •Plan and coordinate education needs of Support Analysts. •Work closely with BU and regional leaders on creating a process-centered culture, aligned with BA/BU and local initiatives. We are a global specialty chemicals leader. Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, food, pharmaceuticals, and personal care items. Building on our nearly 400-year history, the dedication of our 10,000 employees, and our shared commitment to business growth, strong financial performance, safety, sustainability, and innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry-leading brands includes Eka, Dissolvine, Trigonox, and Berol.