Markem-Imaje is a trusted global manufacturer of product identification and traceability solutions. Our connected solutions help manufacturers to reduce waste, increase efficiency, achieve compliance and protect their brand. We offer the most complete range of market-leading marking and coding systems along with software, services and consumable solutions so you can streamline all your printing needs from one supplier.

Integral Excellence Manager - Help Desk, reporting to the Manager, Service Delivery Excellence.
In this role, you’ll be pivotal in the execution of a multi-year Service Business Transformation by building highly effective and efficient Service Delivery capabilities for MI’s technical Help Desks worldwide to achieve best-in-class customer experiences while improving cost to serve.

What you will do:
As part of our Service Delivery Excellence team drive MI’s technical Help Desk excellence working cross-functionally at all levels of the company.



Your scope includes all technical Help Desks worldwide that provide remote support services to end-customers for MI’s hardware and software products.

Key responsibilities include:
- Own and manage all Service Delivery processes and tools for MI’s technical Help Desks worldwide through their entire lifecycle from identifying strategic needs, design, and creation, to implementation, maintenance, and disposal.
- Achieve process excellence and drive operational excellence through digital transformation, standardization, continuous improvements as well as break-through improvements.
- Set performance targets in close collaboration with our commercial Service Delivery teams and in line with MI’s Service strategy. Ensure KPIs are defined and performance targets are set on an annual basis.
- Define and manage a risk-based governance model for performance monitoring, assessment and reporting ensuring process effectiveness and efficiency is reviewed on a regular basis and communicated appropriately. Define and oversee act

📌 Technical Helpdesk Manager (Barcelona)
🏢 Markem-Imaje
📍 Barcelona