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Service Desk Manager

City:  Copenhagen V
Country/Region:  DK
Application Deadline:  N/A

Purpose of role:

 

  • Ensure a common support process and a unified Service Experience approach across Colleague Support

  • Ensure a common end user understanding of how to use and where to go for support

  • Ensure a digitalized modern employee support experience

  • Ensure unification of stakeholder needs and requirements.

 

Accountabilities:

 

  • Ensure unification of stakeholder needs and requirements.

  • Ensure stakeholder alignment, change management and communication

  • Document Service Roadmap and a prioritized backlog

  • Design/Define/Develop the Colleagues Support Service Desk procedures and processes for PANDORA (L0-L1,5).

  • Own the development and operation of service Desk, support for all 4 domains, corporate, DC, Manufacturing and Retail.

  • Develop strong relationships with key partners in all 4 Domains to drive value from existing and future Changes, challenges and implementations.

  • Work closely with service-related teams in D&T for product development.

  • Ensure common metrics and follow up on quality of the Support delivery.

  • Hold /Weekly/Monthly update and development meetings with Colleague Support Leadership.

  • Monthly information meetings with Colleague Support Employees, Onsite, and Service Desk..

  • Act as final escalation point for any Service Desk services.

  • Ensure targets/OLA are met by Colleague Support Operational Leadership within all 4 Domains.

  • Ensure requirements from Colleagues Support are met

  • Act as Product Mgr for all tooling used within Colleague Support(SNOW, Teams, omnichannel, A365)

  • Ensure budget adherence, not included hardware budget.

 

Our Pandora Values

 

We dream, are visionary and go beyond the obvious.  
We dare to pursue bold ambitions with courage and speed.  
We care deeply about each other, our customers and the planet we all share. Every day we strive to be a fulfilling workplace, where each of us can thrive and contribute, where talents can grow, and  
We deliver on our promises to colleagues, customers, partners and stakeholders. 

 

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. 

 

Did we get your attention


If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!
We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com. 

 

Icing on the cake 


You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.

 

About Pandora

 

Established in 1982, Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora’s products are available in more than 100 countries on six continents through more than 6,500 points of sale, including around 2,500 concept stores.

 

Headquartered in Copenhagen, Denmark, Pandora employs 32,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand, using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 28.1 billion in 2023. 

 

At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves. We dedicate ourselves to fostering, cultivating and preserving a culture of inclusion and diversity where everyone feels respected and valued.

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