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Service Management Manager Specialist


Czech Republic, Kladno

Posted Date


Job ID



Information Technology


Are you ready to put your heart and soul into a Senior Specialist role and share our ambitions to expand the imagination of millions of children?

If so, this could be your opportunity to join our global Service Management Office (SMO) team which was set-up in early 2018 in Singapore and now is ready to grow from a regional to global team - you will help us to shape our global footprint in LEGO.

You will be responsible for:

• Driving initiatives which creates improvement in our service quality and customer experience
• Leading Service Management projects or working as a team member to implement sustainable initiatives as part of our Service Management strategy for 2019
• Be a key member of the ServiceNow platform implementation project team
• Act as a change agent to embed common Service Management ways of working such as Service Partnership Agreement, Knowledge Management, Incident Management, Request Management & Problem Management
• Teaching and coaching service leaders and service teams to improve our Service mindset and behaviour
• Promoting and embedding a customer centric culture within BSO (Business Services Organization)
• Analyzing data to generate value-adding insights for our Service Leaders

What kind of mindset, experience and education do you need?

In this role, you will be challenged on your ability to work successfully with the different stakeholders across the cultures while driving a change in a global matrix organization.
• 3-5 years of experience in international environment, preferably in Shared Services area
• ITIL Certification (Intermediate modules desired)
• Experience of implementing and applying ITIL Service Management capabilities into one or more Service Lines
• Experience of using a Case Management system such as ServiceNow or Remedy
• Strong inter-personal skills involving maturity to work with and influence leaders across different geographies, Service Lines, time zones and cultures
• Experience of driving organizational change
• ServiceNow/Lean Six Sigma/Agile Certified is advantage
• Advanced English level
• A passion for delivering excellent services, enthusiasm and energy

Why to join the global family of LEGO Group?

• Each of us can build her/his own LEGO® Story – we support development of our employees
• We all use the same language regardless to a position or title – family working environment
• Interesting tasks, professional work conditions and competitive benefits are waiting for you – we take care of our employees
• We exercise in our own gym and relax on the roof-top – we take care of our employees
• We sort the waste – we care about the environment
• LEGO® elements in all meeting rooms – we support creativity and play

The LEGO Group recruit and develop people entirely on merit. If you are confident that you have what it takes to succeed in this role and you share our commitment to creativity, teamwork and quality, apply now.