Service Delivery Manager - Tooling for Global Service Desk

As a Service Delivery Manager Tooling for Global Service Desk at ASSA ABLOY, your role will involve overseeing a set of tools delivered globally within the organization. This includes newly launched tools such as the IT Support Chatbot and Translation tool. While your main responsibility lies with the Tools owned and delivered by the Global Service Desk, you will also work with other tools like Nexthink that are connected with the Global Service Desk Tools and frequently used by support agents. Your focus will be on ensuring that these tools efficiently support end users and the IT community. Key Responsibilities: - Responsible for the delivery of Chatbot & Translation tool. - Collaborate with IT, Service Desk, and business teams to understand needs and define tooling capabilities. - Coordinate updates, improvements, and issue resolution with technical teams and business stakeholders. - Monitor performance and user feedback to drive continuous enhancements. - Develop and maintain documentation, training materials, etc. - Stay informed about trends, best practices, and tooling capabilities to recommend and implement improvements. - Analyze the data output and translate it into actionable items together with the service provider. - Define and maintain the knowledge management processes for tools in scope. - Define and maintain tooling roadmap. Preferred skills and experiences: - 3+ years of experience with IT Support Chatbots & IT Support platforms. - Experience working with ServiceNow and M365 apps. - Experience managing or coordinating digital tools or applications on a global level. - Good business acumen. - Strong organizational skills. - Strong data analytic skills. - Fluency in English (written and spoken). - Customer-focused mindset with a drive for improving service delivery. - Good communication and stakeholder management skills. As the ideal candidate, you should be a strong communicator with an eye for data analytics who thrives in cross-functional, global environments. You should bring a strategic, proactive mindset with a passion for innovation and continuous improvement. Please note: The company HID technology is behind billions of interactions in more than 100 countries, creating verified, trusted identities for individuals. As part of the ASSA ABLOY Group, you will join a global leader in access solutions with 63,000 colleagues in over 70 countries. The company values diverse, inclusive teams and encourages colleagues to grow their roles locally, regionally, or internationally. Feedback, training, and development opportunities are provided to support career aspirations and ambitions.,