Sr Manager, Global Service Desk Operations

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future , is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.  

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders.  Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien. 

Within the Nutrien Business Solutions’ (NBS) organization, the Senior Manager, Global Service Desk Operations will lead our world class, scalable, and cost-effective service desk for HR, Finance and IT support, focused on delivering an industry leading employee experience that gets what Nutrien’s team members need, when they need it, anytime, anywhere.

What You Will Do

• Foster a culture of customer service, operational excellence and continuous improvement across the enterprise by providing a positive user experience and executing consistent levels of support.
• Be responsible for the overall development, support and maintenance of the service performance management process for each supported function at the Service Desk.
• Champion the practical application of service management principles for all business functions the Service Desk supports to ensure that services meet the highest quality standards
• Demonstrate empirical understanding of the Service Desk’s performance by monitoring real time performance data
• Deliver performance reporting (daily, weekly, monthly, annually) to share operational performance with NBS stakeholders and leadership
• Identify and empirically validate data driven improvement opportunities, and develops implementation plans for the realization of these opportunities
• Operationalize best-in-class processes, establish customer satisfaction metrics, understand the interaction and relationship of business operations, across a diverse range of functions that the Service Desk supports (HR, IT, Finance, and more).
• Support practices to identify, track, escalate, resolve and report end user problems.
• Provide the “Voice of the Customer” by proactively identifying trends in service delivery and action improvements where required.
• Support effective Knowledge Management practices, collaborating with the Knowledge Management team to ensure Knowledge Material is consistently updated and accurate, the KMS is appropriately configured to empower effective use of materials, promoting the sharing of Knowledge amongst teams and across functions supported by the Service Desk, and through the monitoring and reporting on the usage of Knowledge Materials.
• Partner with the business and service providers to support in the defining of proper metrics and KPIs to evaluate service delivery quality and performance levels.
• Organize and maintain the service level review process with the business and service providers. Initiate any actions required to maintain or improve service levels.
• Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
• Act as a change agent to implement and manage quality improvement processes in service delivery management.
• Create and continually update the service level standards, policies and procedures in support of improving our end user experience.
• Participate in all emergency teams during any Major Incidents that occur, collaborating with other team members to resolve and support customer satisfaction, data tracking, and other activities as required
  
  

What You Will Bring

• College diploma or university degree in computer science, information systems, computer engineering, or equivalent
• Training and/or certification in ITIL, or a recognized HDI Service Desk certification preferred
• Training and/or education in Customer Experience Management practices
• Experience using ServiceNow as a request system is preferred
• Minimum of 15 Years of relevant experience operating an Enterprise Service Desk team including knowledge in:
• Service management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM).
• Customer Experience Management, Customer Service Management, and End User Support
• Leadership Competencies
• Lead by Example : Exemplify the highest standards for professionalism, integrity, ethics, and honesty
• Communicate with Influence: Clear and engaging communication that connects others to purpose and direction
• Change Resilience: Adapt to challenges and bounce back from setbacks quickly
• Confidence: Decisiveness and self-assurance that inspire confidence in others
• Creativity: Innovative thinking and flexibility for pragmatic problem-solving
• Drive: Motivation and a strong vision keep the team focused and moving forward
• Self-Awareness: Being humble and reflective helps leaders grow and improve
• Delegation: Push accountability down as much as possible, trusting and empowering team members to take on responsibilities to drive results
  

Ready to make an impact with us? Apply today!  

The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.  

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. 

Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien 

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