Pearson Service Desk Manager in Kraków, Poland

Service Desk Manager


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.


The Service Desk Manager supports the HR SSC Director EMEA in

management of the HR Service Desk to provide a world class HR operational and transactional services to the organization.

The role leads and manages the SSC Service Desk Tier 1, a team of

Employee and Manager Query Advisors and Administrators who are the

first contact point for incoming queries into the SSC.

The role will report to the HR SSC Director EMEA and will work closely with other HR SSC teams.

Key Deliverables:

  • Accountable for the effective and efficient delivery of the HR Service Desk service, including standardization and continuous improvement in terms of processes, technology design, staff recruitment and selection, and infrastructure development

  • Responsible for monitoring, tracking and reporting of relevant SLA metrics for the Service Desk team

  • Accountable for proper budget performance and alignment for the Service Desk

Workstream/Line Management responsibilities:

  • Customer Service: Providing excellent customer services by responding to customer enquiries in an efficient and effective manner

  • Continuous Improvement: Maintain and improve quality standards within the team as well as identifying and bringing forward opportunities for improvement

  • Promote and implement performance improvement initiatives -

  • proactively identifying service delivery issues and taking appropriate action.

  • Proactively interacting with CoEs and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities

  • Implement and manage the escalation and support process, by which customer issues that cannot be resolved within the Service Desk are escalated to the Specialist team in Tier 2 for resolution

  • Utilize effective reporting mechanisms for the Service Desk and ensure the delivery of appropriate services and support capabilities

  • Knowledge Management: Maintain a working knowledge of all issues, changes and/or updates, administrative requirements, as well as systems and telecommunications capabilities relating to the Service Desk Team

  • Lead and motivate the team in order to achieve the SSC objectives and to maintain a consistent high standard of service quality. Ensure effective monitoring, coaching and counselling of the team. Promote staff development and provide a positive work environment

  • Promote teamwork both internally and externally

  • Responsible for ensuring the team is sufficiently staffed to meet service level agreements


Essential Skills /Experience:

  • Education – Bachelor Degree

  • Minimum years of working experience - 5 years

  • Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with specific experience in Contact Centre, transaction support, and employee administration

  • Experience in setting up and running Contact Centres within a Shared Service environment

  • Fluent in English and one other European language would be an advantage

Workstream/Line Management Skills:

  • Proven people management skills

  • Extensive HR process and transaction experience

  • Knowledge of HR metrics and their applicability

  • Continuous Improvement knowledge

  • Demonstrated knowledge of Project Management Tools and Techniques

  • Personal computer skills, including MS Office

  • Experience with HRIS applications and complementary HR

  • software solutions (particularly Service Desk tools)


Primary Location: PL-PL-Kraków

Work Locations: PL-Cracow-Aleja Pokoju 5 Aleja Pokoju 5 2nd floor Kraków 31-548

Job: Human Resources

Organization: Human Resources

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 10, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1805798

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.