CLUSTER IT OPERATIONS MANAGER - GERMANY, AUSTRIA, SWITZERLAND, BELGIUM

Under the leadership of the Regional IT Operations Director EMEA, the Cluster IT Operations Manager for Germany, Austria, Switzerland & Belgium:

• Manages daily IT operations at all sites within the assigned country cross-BG, ensuring the availability, performance, and reliability of local IT infrastructure and services.
• Delivers hands-on L1 support for end-users, addressing hardware, software, and network connectivity issues, and serving as the first point of contact for local IT incidents and service requests.
• Coordinates with regional and global IT teams to implement IT policies, standards, and initiatives, and align local IT services with business needs and priorities.
• Maintains compliance with IT security policies and standards, conduct regular security assessments, and implement measures to protect local IT assets and data.
• Tracks and reports on key performance indicators (KPIs) related to IT operations and support, providing regular updates to regional IT management.

Main activities include:

IT SITE INFRASTRUCTURE OPERATIONS MANAGEMENT

• Oversee the daily IT operations at all sites within the assigned country or cluster.
• Ensure the availability, performance, and reliability of local IT infrastructure and services.
• Coordinate with local site managers to address IT needs and challenges
• Manage and supervises hands-on L1 support for end-users, addressing issues related to hardware, software, and network connectivity.
• Implement and maintains processes for effective monitoring, reporting, and continuous improvement of IT services within the region.
• Ensure the Implementation and uphold of IT standards, policies, and best practices defined at a Group Level in his/her region.
• Act as the second level of escalation for critical incidents and crises within the region.
• Ensure IT sites within the country / cluster operate smoothly and without disruption, addressing any issues proactively to prevent major incidents and to maintain user satisfaction.

COLLABORATION AND COORDINATION

• Lead a Local IT operations team, providing direction, support, and professional development opportunities.
• Coordinate with local business units to align IT services with business needs and priorities.
• Foster a culture of continuous improvement within the Country / Cluster IIT Teams.

PERFORMANCE AND MONITORING

• Track and report on key performance indicators (KPIs) related to IT operations and support.
• Provide regular updates to regional and global IT management on the status and performance of local IT services.

BUDGET AND PLANNING

• Manage the local IT budget, ensuring cost-effective use of resources.
• Oversee the procurement and inventory of IT equipment and supplies.

CONTRACT MANAGEMENT

• Monitors and manages vendor performance and compliance with contract terms.

Required profile and experience;

• University degree or Engineering School with IT specialization or equivalent by experience.
• Minimum of 7-10 years of experience in IT infrastructure management
• At least 3-5 years of experience in a managerial or supervisory role within an IT operations environment.
• Proficiency in IT service management, hardware and software troubleshooting, network administration, and IT infrastructure management.
• Proficiency in the local language(s) of the assigned country or cluster, along with good command of English.
• Experience with IT service management frameworks (e.g., ITIL).

Key behavioral competencies:

• Customer focus, delivery, and result orientation.
• Consistency and reliability. Ability to plan and organize activities efficiently.
• Strong leadership and team management skills
• Teamwork, flexibility, and collaboration. Ability to work with multicultural teams.
• Excellent problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.