Head of global end user support

Head of Global End User Support

Les succès dune entreprise passe avant tout par les hommes et femmes qui la composent...

Ensemble, partageons nos talents. Ceva Santé Animale est la 1ère entreprise de santé animale française, et est classée au 5ème rang mondial. Ensemble, cest avec passion que les femmes et les hommes de Ceva recherchent, développent, produisent et commercialisent des solutions de santé innovantes pour soigner tous les animaux, et ainsi contribuer à la préservation des grands équilibres de notre planète. Nous nous engageons à assurer le meilleur niveau de soins et de bien-être possible aux animaux d’élevage (volaille, porcs, ruminants), aux animaux de compagnie (chiens et chats) et à la faune sauvage. Notre vision « Ensemble, au-delà de la santé animale » met en avant le lien étroit qui existe entre la santé et le bien-être des personnes, des animaux et de notre planète. Ceva est plus que jamais engagé dans une approche « One Health », une seule santé en français. Dans le cadre de notre politique "Diversité, équité et inclusion", Ceva Santé Animale sengage en faveur de lemploi des personnes en situation de handicap et déploie les moyens nécessaires au bon déroulement des entretiens de recrutement. Nhésitez pas à nous solliciter.


Vos missions

* Accountable for End User Support of all entities across globe.
* Build a strong model for On Site Support and Service Desk and Pilot our local partners providing this service with a defined & clear roadmap
* Develop a global strategy for ITIL usage, including worldwide usage of our ITSM tool (Ivanti) and ITAM Process
* Ensure Service levels are always met – Assess, anticipate and recommend appropriate actions and resources; investigate and understand requirements.
* Liaison with the teams across regions to ensure consistent adherence to defined standards and processes.
* Prevent and resolve major incidents and problems.
* Create and publish SLA reports - identify challenges and service improvement plans such as backlog review, WW Service Catalogs, etc.
* Be the point of escalation for any service delivery related issues.
* Build and maintain strategic relationship with key technology partners, sourcing providers to ensure swift ramp up of team as and when required.
* Foster a high-performance team by communicating job expectations, planning, monitoring, coaching, counselling and disciplining.
* Effectively delegate and focus team and resources on business priorities.
* Recognizes problems by identifying abnormalities, reporting violations.
* Ensure that all technology resources are productive and aligned to the business vision.


Votre profil

* Functional

10+ Years of End User Support experience including international support engagements.
* Strong analytical skills, experience solving practical issues and engaging teams of multiple process partners to consensus.
* Strong Knowledge on IT Industry standards and best practices to develop organizational capability (people, processes, technology, knowledge) and process improvement models.
* Sound understanding of IT Infrastructure.
* Working Knowledge on Ivanti will be helpful.
* Hands on experience with complex project management.
* Problem solving, troubleshooting & diagnosis skills for technical issues.
* Proficient in verbal and written English.
* Leadership

Sound interpersonal and communication skills. Positive attitude towards others. Respectful. Honest. Co-operative. High integrity.
* Willingness to learn -and teach- where required.
* Ability to collaborate with teams of all types, across international locations.
* Solution focused - proactive with continuous improvement mindset.


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