Field Operations Specialist (FSO) with Spanish & Polish

Expected, ITIL

Operating system, Windows

About the project, The Field Operations Specialist (FSO) is a pivotal customer-facing L2 position, combining hands-on technical support with regional service governance for Reckitt. This role ensures seamless onsite support, effective engagement with stakeholders, and continuous service improvement. The successful candidate will act as the primary regional interface between client stakeholders and delivery teams, orchestrating incident management, service requests, and operational enhancements that directly contribute to organizational objectives., , Employment contract, Onsite job - 5 days from Client Office, Office: Customer office (Warsaw (Digital): VIBE, Towarowa 7, 00-839 Warsaw, Poland)

Your responsibilities, Deliver L2 onsite and deskside support for end-user devices and workplace services, ensuring minimal disruption and optimal user experience., Manage incidents, service requests, and operational issues via Reckitt’s ServiceNow platform, ensuring timely resolution and adherence to SLAs., Serve as the primary regional liaison between Reckitt stakeholders and HCLTech delivery/resolver teams, facilitating clear communication and collaboration., Coordinate and oversee regional incidents, escalations, problems, and changes through to resolution, including participation in P0/P1 Major Incidents and regional P2 incidents., Supervise regional service performance, VIBE operations, DSS activities, and asset-management coordination to maintain high standards in operational excellence., Support the introduction of local services and collaborate with global/offshore teams to ensure smooth transitions and integration., Capture and coordinate regional ORBIT demands with relevant delivery teams, aligning service delivery with evolving business needs., Lead service reviews, track CSAT metrics, and drive service-improvement initiatives to enhance customer satisfaction and operational efficiency., Ensure alignment between global service standards and regional operational requirements, fostering consistency and best practices.

5+ years of experience in IT support or Digital Workplace services, with exposure to service or site leadership., Proven experience in Field Service Operations (FSO/DSS), End User Computing (EUC), or Digital Workplace support., Language Requirements: Spanish/Polish– at least C1; English – at least B2, Advanced L2 desktop/workplace troubleshooting capabilities., Strong knowledge of ITIL frameworks and ServiceNow, including Incident, Problem, Change, and Request Management processes., Exceptional stakeholder management, customer-facing, and escalation-management skills., Ability to balance hands-on technical support with regional service governance responsibilities., Excellent communication and coordination abilities.

Optional, ITIL certification or similar service management credentials., Experience in multinational or large enterprise environments., Familiarity with asset management and service introduction methodologies., Demonstrated ability to drive continuous service improvement and manage multiple priorities.

What we offer, Life insurance, Private healthcare, MultiSport Card, Clear career path in a growing multinational organization

Benefits, sharing the costs of sports activities, private medical care, sharing the costs of foreign language classes, life insurance, remote work opportunities, flexible working time, integration events, retirement pension plan, extra social benefits, employee referral program, charity initiatives

Recruitment stages, Application , Shorlisting , Technical & HR Interview, Offer Rollout

At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.

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HCL Poland, HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 30, 2022 totaled $12.1 billion. To learn how we can supercharge progress for you, visit hcltech.com.