Manager, Nordic IT ServiceDesk

Manager for Nordic IT ServiceDesk

BAUHAUS IT in the Nordics  is currently being reorganized into one joint Nordic team and we are looking for a new Manager for the IT ServiceDesk – so this is an opportunity for you to shape the future setup.  BAUHAUS in the Nordics have embarked on the cloud journey where we migrate to Azure with a greenfield approach; implement a redesigned network and implement new security tools like Sentinel.  With BAUHAUS, you will be able to enjoy the benefits of being challenged both technically and business-wise in an ambitious international organization that is continually growing.

What is the job about?

The new joint Nordic IT team consist of an IT Operations team and a Business Applications team, where we support our colleagues in Denmark, Norway, Sweden & Iceland. You will refer to the Head of IT Operations.

The IT ServiceDesk consist today of 3 staff in Aarhus, Denmark and 3 in Stockholm, Sweden which is expected to grow. We use FreshService as ITSM tool and have a close collaboration with 4,500 Nordic colleagues as well as our external partners.  

Job tasks include:

Daily management of 6-8 staff in Aarhus & Stockholm
Manage and prioritize the daily support to users in the Nordics
Optimize and improve the processes in the ServiceDesk team, but also more broadly for support across all IT-teams (ie. 2 nd  & 3 rd  level support)
Ensure documentation is made systematically & kept up-to-date
Actively coordinate with the other teams in IT
Facilitate the weekly CAB meetings incl. documentation of same
Responsible for SLA/performance KPIs for ServiceDesk
Provide ongoing performance evaluations of external vendors
Manage vacation planning and outside-office-hours duty plan
You should expect limited travel between Stockholm & Aarhus
Currently BAUHAUS is investing significantly in IT – where we are moving to the cloud (Azure/M365); rebuilding the entire network to SD-WAN as well as replacing our legacy ERP with SAP S/4 Hana. Our main applications are  Unistar ERP, SAP R/3 FI, Viking POS, Magento webshop – and many more.  Note: this job can be located either in Aarhus, Denmark (Tilst) or Stockholm, Sweden (Järfalla) and is posted in both countries.

Your experience

You have a broad, practical experience from leading an IT ServiceDesk and have a relevant educational background. This is supplemented with an ITIL certification and experience with managing ITSM tools. Your key traits include: service-minded, structured approach; ability to prioritize also at hectic moments; motivated self-starter; good communication skills; proficient in handling many different stakeholders & a leader that brings a positive mindset to the team. Linguistically, you  must  be fluent in either Danish or Swedish as well as English (verbally and written). Experience from the Retail industry and cross-Nordic projects/jobs is not mandatory, but an additional advantage.

Please send your application soon as interviews will be held on an ongoing basis.

About BAUHAUS

BAUHAUS in the Nordics (Denmark, Sweden, Norway, Iceland) consist of 42 stores, 3 large webshops and 3 service centers where you will be joined by 4,500 colleagues. The IT-team consists of approx. 35 staff and growing. BAUHAUS has almost 300 stores across Europe and employ 20,000 staff.