Service Desk Owner (F/M/X)

Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About the role

• Our End-User Services team is integrated in the Digital Technology (DT) department.
• As a Service Desk Owner, you will ensure the robustness, scalability, and efficiency of the organization’s IT service desk by managing operations, driving user satisfaction, and aligning services with business objectives.
• You will be accountable for:
  • Overseeing the daily operations of the IT service desk to ensure timely and effective resolution of incidents and requests.
  • Defining helpdesk scope, and managing and ensuring access to helpdesk with appropriate technologies (e.g., ticketing tools, IT helplines, emails).
  • Managing and mentoring the service desk team to deliver high-quality support.
  • Managing service desk escalations.
  • Defining and maintaining service level agreements (SLAs) and performance metrics.
  • Collaborating with IT teams and external partners to resolve escalated issues and implement long-term solutions.
  • Driving continuous improvement and cost-out initiatives to enhance service desk efficiency and user experience.
  • Managing vendor relationships and contracts related to helpdesk support.
  • Ensuring compliance with IT policies, security standards, and operational procedures.
  • Implementing tools and processes to optimize ticket management and workflow efficiency.
  • Ensuring handover between application/infrastructure/other DT project teams and helpdesk providers, including managing support from hypercare as well as knowledge transfer to external Help Desk Analysts.
  • Ensuring compliance with organizational policies, security standards, and regulatory requirements.
• We offer a permanent contract based on a hybrid working mode.

About you

• Relevant education degree or equivalent in Information Technology, Business Administration, or a comparable field.
• Relevant work experience in Service Desk Management or IT Operations Leadership.
• Competencies:
  • Expert in managing the end-to-end operations of the IT service desk to deliver exceptional support and enhance user satisfaction across the organization.
  • Deep knowledge of IT service management (ITSM) frameworks, such as ITIL, to implement and refine incident, request, and problem management processes.
  • Extensive expertise in defining and monitoring service-level agreements (SLAs) and key performance indicators (KPIs) to ensure consistent and high-quality service delivery.
  • Advanced proficiency in leveraging service desk tools, such as BMC Helix, ServiceNow, Zendesk, or Jira Service Management, to optimize workflows and tracking.
  • Experienced in collaborating with cross-functional teams to address complex incidents and align service desk operations with business objectives.
• Behaviors:
  • Proactive in identifying and addressing service desk inefficiencies and opportunities for improvement.
  • Strong attention to detail to ensure accurate and reliable ticket management and resolution.
  • Adaptability to evolving user needs and technology landscapes.
  • Collaborative mindset to work effectively with IT teams, stakeholders, and end-users.
  • Problem-solving approach to address challenges with scalable and user-focused solutions.

About the pay and benefits

• Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. While the primary country (Portugal) base pay reasonably expected for this role is 35 600 euros to 48 700 euros, your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.
• Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
• Prioritization of well-being: work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with access to physical and psychological support.
• Professional development: prioritization of internal talents for career progression, access to a training platform, opportunities to join Employee Resource Groups (ERG) for experience sharing and mentorship and free language courses.

About us

• While the preferred location for this position is Lisbon, Portugal, we might be able to consider other Solvay locations.

• Solvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. Since 1863, Solvay harnesses the power of chemistry to create innovative, sustainable solutions that answer the world’s most essential needs such as purifying the air we breathe and the water we drink, preserving our food supplies, protecting our health and well-being, creating eco-friendly clothing, making the tires of our cars more sustainable and cleaning and protecting our homes. As a world-leading company with €4.9 billion in net sales in 2023 and listings on Euronext Brussels and Paris (SOLB), its unwavering commitment drives the transition to a carbon-neutral future by 2050, underscoring its dedication to sustainability and a fair and just transition.
• At Solvay, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.