Set direction and delegate to the team to ensure optimal prioritization and fair distribution of department workload
Deliver a responsive and effective support service for client incidents and service requests ensuring escalation to relevant teams in line with SLAs
You will be responsible for ensuring your team are fully adherent to all ITIL Client Support processes
Develop and maintain good communications across teams in Global IT organization
Demonstrate motivational leadership for the people assigned to you - as manager - provide direction, performance feedback and encouragement to ensure that they continue to develop their skills and overall contribution
Mentor and Motivate team members on operational and support issues
Support Business Processes through IT Solutions and perform relevant stakeholder management for key business areas
Support implementation of the IT strategy within the company
Measure and report on team performance against agreed metrics and KPIs
Manage, set and maintain the IT budget
Participate in developing standards, procedures and policies across Global IT
Ensure management of potential local IT vendors including contract management (e.g. local applications and telecommunication companies)
Maximize business value of IT systems by ensuring relevant training and support to users.
Have an understanding of available technology in the market and full insight to the portfolio of solutions internally
Offer specialized expertise in IT demands for a particular industry, such as manufacturing
Managing a distributed team of 11 IT Professionals in an IT Service Delivery organization
Being responsible for communication and point of contact in case of major incidents
Ensure collaboration across global IT organization and adherence to the Group standards and processes
Project Management of local/global IT projects for the company and its handover to the operations
requirements-expected :
A minimum of ten years of professional computing and five years managerial experience is required
Excellent understanding of ITIL Service Support Processes and relationship with Service Delivery Processes
Degree or equivalent in a management or IT Technology related discipline is preferred
Experience in remote leadership as team is distributed in 3 factory locations
Strong motivational leadership skills for developing and maintaining high-performing teams
Excellent understanding of Operational Service metrics, KPIs and reporting
Excellent written and verbal communication skills also in English
Willingness to take ownership of issues and progress to resolution
Knowledge of manufacturing environment would be an asset
Experience of working in a international organization is an advantage (you will report to an international leader in Global IT)
Experience of working within a managed services environment is an advantage
Experience in Project Management would be an asset
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
