Head of Operational Sourcing and Support

Do you want to work for the most ambitious company in the international maritime industry, challenging the status quo and play an active role in shaping the future of the maritime industry?

We are looking for Head of Operational Sourcing and Support!

The Head of Operational Sourcing and Support will join our Global Business Services division. (GBS) Global Business Services provides high quality, scalable and?cost-efficient business support services, within Fnance, HR and IT, to companies in the Wilhelmsen group.? 

The position will report to VP IT and this role will be a part of the IT leadership team and work cross-functionally within IT and towards business stakeholders.

The Wilhelmsen strategy highlights the importance of modernizing through digitalization, and you will be a key player on the path of creating more efficient and sustainable business processes.  This role is relevant for you if you are eager to take an active role in delivering a high quality global IT support to our customers. You must have a global mindset, be passionate about relationship building and customer delivery while keeping a sharp focus on driving improvements using new technology to support processes and deliverables. We are looking for a person interested in leading a large global team and that has the experience and understanding of how to work with a variety of cultures and mindsets.

Main responsibilities

• Manage Global IT Support, improving and ensuring a high quality, consistent delivery
• Continuously improve IT Support and ensure focus shift from reactive to proactive
• As the main stakeholder, make ServiceNow an efficient port of call for users; enquiries, request, support and information
• Automation; reduce ticket count and improve services and self-service, enabling our end users
• Work towards zero-touch delivery and one global standard of computers and IT equipment across the supported businesses
• Negotiate and Manage Vendors delivering support and IT equipment, act as escalation point
• In cooperation with Contract Manager keep overview of local contracts, renegotiate, consolidate or change where needed
• Ensure KPI’s and Customer satisfaction scores towards Business are met
• Ensure IT information and training is given or available to all users
• Align/ Implement IT Processes where applicable
• Work towards having one common standard for all areas of IT Support
• Responsible for Software Asset Management (compliance and harvesting) as well as SNOW
• Reporting, and Assist with Mergers, Acquisitions & Demergers

Qualifications

• University degree
• 5+ years’ experience managing outsourced support with offshore vendors
• 3+ years’ experience negotiating and managing global contracts values in excess of $3 Mill
• 3+ years’ experience working with international customer delivery
• Administrative experience with ServiceNow including report generation and SLA/ KPI Management
• Service minded attitude and ability to communicate with all levels within the business
• Excellent written and spoken English

This position is currently based in Oslo, Norway at Lysaker headquarters but we are open to other locations as well.

The firm aspire to be the leading enablers of sustainable global trade. Committed to shaping the maritime industry, we also seek to develop new opportunities and collaborations in renewables, zero-emission shipping, and marine digitalization. Please apply for the position to be a part of the change! 

We will review applicants on a rolling basis. 

Om arbeidsgiveren

Founded in Norway in 1861, Wilhelmsen is now a comprehensive global maritime group providing essential products and services to the merchant fleet, along with supplying crew and technical management to the largest and most complex vessels ever to sail. Committed to shaping the maritime industry, we also seek to develop new opportunities and collaborations in renewables, zero-emission shipping, and marine digitalization. Supporting a diverse and inclusive workplace, with thousands of colleagues in more than 70 countries, we take competence, sustainability, innovation, and unparalleled customer experiences one step further.