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IT Service Team Leader

Description

Playtika Holding Corp. is a leader in interactive entertainment delivering personalized immersive experiences to millions of loyal players across a diverse portfolio of games. Founded in 2010, Playtika was among the first to offer free-to-play social games on social networks and, shortly after, on mobile platforms. Headquartered in Herzliya, Israel, and guided by a mission to entertain the world through infinite ways to play, Playtika has more than 3,500 employees in offices worldwide including Ramat-Gan, Berlin, Vienna, Helsinki, Chicago, Las Vegas, Newport Beach, Sydney, Kyiv, Bucharest, Minsk, Dnepr, and Vinnytsia.

The mobile gaming industry is competitive and certain roles require a great deal of technical expertise. Playtika is recruiting for a limited number of roles requiring unique skills and experience.

Playtika Technology division is looking for a Senior IT Global Service excellence manager to join our Corporate IT unit and lead our Excellence center in Israel.

Playtika corporate IT plays a significant role in delivering reliable and sustainable technologies services to more than 4000 employees in 19 sites across the entire globe, with offices just about anywhere.

In Addition, our unit is initiating and catalyzing digitalization processes to support Playtika business growth and deeply involved in the implementation of technology-driven initiatives to maximize our employees experience.

If you are curious, ambitious, highly motivated with passion to learn and evolve – join us

Responsibilities

- Manage the IT Service Excellence center, comprised of at least 10 IT service desks and Technicians in IL and globally

- Collaborate with local stakeholders to provide IT solutions to help meet their needs.

- Tight monitoring of IT service performances as: SLA, case backlog, customer satisfaction, service efficiencies, service quality and compliance with the IT and security guided standards.

- Develop service improvement plan for the Service Desk Operation, set service and efficiency KPI’s.

- Review Core support process, team skills and knowledge, service tools and plan and implement the required improvements in order to upscale the IT service level and the service teams efficiency.

- Manage the Service desk and the technicians teams, monitor and ensure their performance meet the IT targets as well as improvements by time.

- Manage critical service related escalations

- Provide technical leadership - Train and support the team

- Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels and the quality of their deployment to the users (including the compliance quality).

Requirements

A word from the manager

Your Experience & Skills

What will you be doing?