Global Service Desk Cluster Manager

When you join the Demant family, you become part of a world-leading hearing healthcare group with more than 500 million people worldwide who could benefit from our solutions. We develop, manufacture, and sell market-leading hearing aids, diagnostic equipment, and personal communication technology - making a real difference in people’s lives every day.

We are currently looking for an Global Service Desk Cluster Manager to join our Global IT organization and take responsibility for Service Desk operations across a defined region. This role is based in Lublin and reports to the Head of EMEA Service Desk.

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Working with us, you will receive:

•    Full-time work agreement, with a permanent contract after 3 months 
•    Opportunities to improve foreign languages through daily practice and courses
•    Social benefits (private medical care, life insurance, sport card, cafeteria system and more) 
•    Scandinavian culture focused on trust, equality, independence, and work-life balance 

What tasks are waiting for you?

•    Ensure stable and consistent IT operations across the assigned region 
•    Lead and develop the IT professionals working in the region including the Service Desk teams (including Team Leads and country-based resources) 
•    Monitor performance (KPIs, SLAs), manage escalations, and drive operational improvements 
•    Execute Demant Global IT standards, templates, processes, and tools at a regional level 
•    Support onboarding, IT rollouts, integrations, and transitions (including mergers & acquisitions) 
•    Manage regional IT budgets and ensure cost control and resource planning 
•    Collaborate closely with global and regional stakeholders to align expectations and improve service quality 
•    Contribute to continuous improvement of the Global Service Desk model 

Apply today if you:

•    Have at least 5 years of experience working with managing IT Infrastructure setups and IT Service Management / Service Desk operations 
•    Have experience in a leadership role managing IT professionals and Service Desk teams (10+ people) 
•    Are familiar with ITIL-based service management practices 
•    Have experience working with ITSM tools (e.g., ServiceNow) is a plus 
•    Have strong stakeholder management and communication skills 
•    Are comfortable working in an international, multicultural environment 
•    Speak English fluently (C1/C2) 
•    Are willing to travel within the assigned region 

It would be nice if you:

•    Have experience managing budgets across multiple teams or locations 
•    Have professional certifications (e.g., ITIL, Microsoft, Cisco) 
•    Have a broad technical understanding across IT domains 

Join our team!
Join us on a mission to help more people hear better and improve their quality of life. You will be part of a global IT organization where your work has real impact and visibility across the business.

Please send your CV in English. We will be screening candidates on an ongoing basis.