Position :
Head of End Users Support and Services
Office :
Start date :

Working hours :
Field :

Group Shared Services - GSS

The Bank’s entire operations are managed by GSS and are headed up by the Chief Operating Officer. It strives to provide both in-house and external clients with a first-rate service to ensure our business operates efficiently and at the best possible cost. The GSS division comprises Operations, Finance, Information Management, Human Resources and Logistics. GSS employees are committed to providing, with professionalism and enthusiasm, an efficient, proactive, high-quality service that meets the needs of clients within the context of the Bank’s overall strategy.


Manages the Global Service Desk and the IT On Site and Remote Site Support teams.


Pragmatic, results oriented, strong people management and communication skills, rigorous, flexible, efficient under stress.

Main Responsibilities:

Lead the Global Service Desk, the IT On-Site Support and the IT Remote Site Support teams (14 people)

Continuously develop a service-oriented mindset focusing on business outcomes and satisfaction

Act as a point of escalation and provide prompt feedback and solutions to clients

Develop a strategic plan for these functions and implement measurable improvements

Remain accountable for the support service delivery and quality in all UBP branches in remote sites

Ensure that periodic activity reports and KRIs are prepared and published

Measure customer satisfaction levels in order to identify service improvement opportunities

Manage assigned Opex and Capex budgets effectively

User support

Provide support to around 2’000 users in 15+ sites worldwide

Provide VIP support meeting full satisfaction of demanding users

Provide support to external relationship managers and Bank clients

Meet key stakeholders in the business on a regular basis to build strong relationships and proactively resolve potential production or performance issues

Understand business impact in order to prioritize activities appropriately

Provide clear and accurate communication to the business in case of incident or project deployment


People Management

Manage and coach team leaders/members

Lead by example showing a hands-on attitude

Set clear and measurable tasks and objectives

Promote a business satisfaction mindset in the team

Build a working environment facilitating employee satisfaction

Promote knowledge sharing between team members

Core competencies

Candidates must have strong experience, at least 7-years', in implementing a high-level Service Desk function in an international and dynamic environment. Proven ability to build solid relationships with the business, good people management practice including remote management, negotiation skills, communication skills, willingness to travel, and experience working within the ITIL framework.

Education and Language skills:

University degree

Fluent in English and in French


Swiss residence: optional


Recruiting agencies are not required for this role.

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This online recruitment system (hereinafter, ‘e-Recruitment Portal’ or ‘Portal’) is used by the Geneva headquarters of Union Bancaire Privée, UBP SA (hereinafter, ‘UBP’) in accordance with Swiss law, in particular with regard to data protection, and with the principles below. The e-Recruitment Portal allows any person (hereinafter, ‘Applicant’), excluding recruitment consultants and headhunters, to submit either an application for a vacancy listed on the Portal or an unsolicited application.

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