Site IT Tech Manager

Site IT Tech Manager

Requirements

• A minimum of seven (7) years of relevant experience is required.
• A minimum of a Bachelor’s degree is required.
• A passion for delivering extraordinary service continually challenging in pursuit of the user experience and aiming for improvement performance.
• Experience in a Service Manager role, with a consistent track record of owning, being accountable and running an IT Service/Platform/Tools in medium-large organization.
• Fluent in English written and spoken, second language beneficial but not essential.
• Solid experience in the Bio/Pharma or Retail industry for service.
• Solid experience of service delivery and exploitation.
• Deep technical understanding across a range of technologies/domains.
• Superb communication and engagement skills and a confirmed relationship management professional.
• Strong stakeholder skills to manage local negotiations, expectations and resolutions.
• Strong influencing, networking and team working skills.
• Solid experience working in a standards/governed/compliant environment.
• Strong working knowledge of ServiceNow ITSM Toolset or similar.
• Demonstrable experience handling local vendors, contracts, renewals, RFP activities.
• Leader and great teammate – sets example for team or coaches others, effective collaboration across your region with your peers.
• Experience managing, developing teams with an open, honest, accountable and collaborative team environment.

Responsibilities

• Responsible for the highest levels of user experience and satisfaction for all services delivered to their site including new service introductions.
• Responsible for proactively leading expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and demonstrating effective core IT processes.
• Responsible for service performance levels attainment of locally owned services, using standardized dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
• Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle led in liaison with any local Site/Marketing Company/Commercial Business function.
• Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team.
• Acts as a partner concern point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.
• Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.
• Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.
• Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.
• Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner.
• Support project planning and delivery for site impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate specialized needs and/or resources.
• Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.
• Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are implemented, and outputs actioned.
• Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.
• Champion the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services introduced locally.
• Find opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement Site IT Technical Lead and then with service owners.
• Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site.
• Work with broad IT community to have a detailed understanding of site roadmap activities and service innovations/new features to support deployment in the site.
• Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc. working closely with Site IT Technical Lead.
• Responsible for driving a culture of self-service and use of global workflows to drive further efficiencies across the site.

Preferred Qualifications

No preferred qualifications provided.