COE Manager - Global Service Desk

Job details

Job title
COE Manager - Global Service Desk
IT & Data
Post date
Sep 12, 2023
Job ID
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IT & Data

CoE Manager - Global Service Desk


Full-time | Logistics | Location – Olathe, KS, 66022


We are One. That’s the foundation of our company culture at TVH. We’re the worldwide leading supplier of quality replacement parts, safety equipment, and accessories for the material handling and industrial equipment industry. 


We’re seeking an energetic, attentive, and driven Center of Excellence Manager- Global Service Desk to lead the creation and implementation of a standard Service Desk providing operational 1st-line technical support to users across all divisions and technologies. You will establish an ongoing operation of innovation, technology roadmap, continuous optimization, efficiency, and operational excellence within the scope of the Centre of Excellence for Support Services. 



  • Contribute to the development and execution of the Service Desk and Service Management strategy, in order to ensure alignment with the enterprise's IT and business strategy and the delivery of capabilities required to achieve business success 

  • Create the strategy to achieve a streamlined service in order to drive the global end-to-end business value within the Service Desk and Service Management Office

  • Translate strategic objectives into a tactical action plan, providing continuous feedback on the progress of Service Desk and Service Management initiatives 

  • Participate in the assessment of external and internal technology capabilities in order to focus on suitability for integration and use for the Service Desk and Service Management Processes

  • Lead a team of technology experts in order to deliver state-of-the-art IT services within the Service Desk and Service Management Office

  • Drive high-performing teams by unlocking potential driving performance management, provide coaching & create an engaging environment while participating as an active member of your Center of Excellence in order to deliver expert knowledge on services and/or products and digital product strategies 

  • Facilitate learning and knowledge sharing through provision of a range of educational materials and resources, both within the CoE and towards other entities, in order to focus on Mastery and Craftsmanship 

  • Collaborate with Business Stakeholders, Product Owners & IT teams in order to ensure operational excellence
  • Ensure the execution of projects & programs are prioritized in line with TVH strategy, in order to strive for a “First Time Right” approach aiming for a Trusted Partnership model 

  • Act as a true business partner towards business to continuously align on priorities and relevance, and adjust where needed 

  • Collaborate with other CoE Managers and IT colleagues on globally confronted challenges to improve user and/or customer experience

  • Support and work with cross-functional CoE teams, in order to connect those working to a greater purpose focused on business outcomes 

  • Work professionally and in a positive and respectful manner with other TVH departments



  • 7 + years professional experience in related areas demonstrating deep exposure to business processes in a matrix / interdependent organization model 

  • Continuous Service Improvement mindset  focused on Service Desk, and Service Management ITIL processes and tools (ServiceNow, Jira / Confluence)

  • Prior experience with technology road mapping and strategic development 

  • Prior experience managing direct reports that work remotely internationally, providing technical and managerial leadership to operational staff

  • Prior experience designing, implementing and maintaining  procedures & tools (including selection)  for the correct recording and progress of all incidents & requests (ITIL preferred) 

  • Solid track record ensuring staff are consistently meeting and exceeding performance expectations /metrics/SLAs and that standards and processes are followed and in alignment with Global Service Desk

  • Successful track record managing & coordinating  the escalation and process of communicating urgent & complicated support issues (including 24x7 capabilities) to the correct IT teams, as well as all processes associated with on call, escalation and incident management 

  • Experience with monitoring and reporting on KPIs, SLAs, ITIL process, status and speed of resolution of inquiries

  • Understand the scope of the Service Desk, including the relationship of services to each other, to projects, to services and offerings of other business units, and elemental technologies/products

  • Oversee solutions/knowledge base repository, ensuring top-quality solutions and instruction guides are available to all staff

  • Experienced with oversight of Corporate IT Balanced Scorecard metrics (definition, calculation, reporting cadence, and continuous improvement)

  • Demonstrate
    • strong business acumen 

    • effective verbal, written, and interpersonal communication skills 

    • proficient organizational, time management, and follow up skills 

    • flexibility, drive, initiative and a proven ability to obtain timely and quality results 

    • effective problem-solving skills 

  • Team-oriented , positive and professional attitude in general and towards customer problems and incidents

  • Demonstrates a desire and commitment to promote and share the TVH mission, vision, values, and culture

  • Ability and willingness to travel domestically and internationally up to 20%



You’ll be part of a people-centric culture, where your well-being matters.  Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar-for-dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers. 


We also offer:

• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses

• On-site restaurant, café, pre-school, fitness/social area, employee gardens and more. 

• Health and Wellness program and on-site facilities, company commitment to sustainable growth




TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.




TVH is a global one stop shop for spare parts and accessories for forklift trucks, industrial equipment, and agricultural machinery.

Our 4600 colleagues are the strength, heart and soul of TVH. We are a dynamic team, where initiative and entrepreneurship are valued, and innovation takes center stage.




Grace DiFranco

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