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IT&D Digital Employee Experience Manager - Global Service Desk and End User Services

City: Hyderabad

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

We’re looking for an IT Manager, responsible for Global Service Desk and End User Services to be part of our Digital Employee Experience team to play a crucial role in managing and executing the Global Service Desk operations, ensuring seamless service delivery and support to Reckitt’s global user base. This role involves overseeing the implementation of the service desk, driving continuous improvement, and ensuring alignment with Reckitt’s business objectives.

Your responsibilities

Integrated Service Desk: Manage daily operations, develop policies, ensure customer satisfaction, and handle escalated issues for continuous improvement.
Knowledge Management: Develop and implement knowledge management strategies to map key areas, promote knowledge sharing, conduct training, and measure effectiveness.
Access Management: Manage user access provisioning and compliance, conduct risk assessments and incident management, provide training and maintain systems, and generate reports while collaborating with stakeholders
Service Management: Develop and enhance service reporting, continually improve service processes, and provide statistical evidence of SLA and KPI improvements.
End-user communication: Continuously review and enhance communication strategies and escalation procedures to ensure effective end-user engagement and alignment with business requirements.
People Management: Set clear behavioural standards, lead by example with motivation, delegate tasks effectively, monitor work quality, recruit local resources, and manage staff according to HR policies
Controls and Compliance: Regularly conduct self-audits of all service account team processes, procedures, and policies, and review all documentation to ensure quality, consistency, and validity.

The experience we're looking for

5+ years in Information Technology management position.
Experience of managing highly skilled team members
Exceptionally Customer focused with the ability to create a culture of Customer centricity
Process driven with strong leadership skills.
Project Management skills preferably holding relevant qualification.
Exceptional customer relationship management skills
Excellent written & oral communications skills, organisational /scheduling abilities.
Ability to manage multiple tasks and markets and prioritise and communicate effectively
Ability to effectively interact with all internal stakeholders involved in providing service to the customers, as well as customers at all levels in the organization.
Ability to develop and implement process improvements, hereby cooperating with all organisations involved in providing service to the customers.
Must be a self-starter, proactive and highly organized.
Proven ability to achieve results through effective management of technical expertise

The skills for success

IT service Desk, Integrated Service Desk, End user customer engagement, Knowledge Management, People Management

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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