IT Operations Manager

Being part of a larger European team, this IT Ops Manager is responsible to for all IT operations in Germany, Italy and Expansion, Together with your On Site Support team you serve all employees. Main objective is to deliver a great IT experience and Service for our employees. This role is responsible for On Site Support services to employees, system availability, issue resolution, driving Major Incidents and owning improvement projects in the countries and European scope.

The role manages a team of On Site Support engineers directly and serves all functions / teams based in any of our sites in Germany, Italy and additional countries., * Manage BU Workplace and teams: Manage local IT Infrastructure services that cannot be managed centrally by the delivery teams

• IT Services & Performance Monitoring: IT performance monitoring of the BU / Country (e.g. service impact, print costs, ticket SLA performance)
• Business Education/ Business Change Management : New joiner induction kit, End user training
• Responsible for any alignment with German Workers Council on IT related topics.
• OPEX handling of IT related services and equipment.
• Vendor management of required ITC services in scope.
• Management of IT related improvement Projects within German scope to improve our Operations
• Maintains operational integrity: Responsible for operational and technology performance across BU / Country, manages escalations and approves go-live and P2BAU
• Severity management: initial assessment of high severity issues in combination with a dedicated team, communication of RCA, problem management and improvement implementations
• Provides Support and Escalation to those Engineers on Remote Sites to enable them to support our user base effectively and remove blockers
• Product Owner within the Agile Process covering both local and European wide initiatives

• Great service mindset and sense of ownership to drive results and turn opportunities into actions

• Excellent communication skills to explain IT in business language, influence service providers and stakeholders, and develop strong network connections across business functions

• Sound practical knowledge and experience in a range of areas including but not limited to, Information Technology (e.g. Service Desk, IT workplace, SAP applications, Network, Printing, etc.) and Business Operations

• Good knowledge and understanding of Project and Service management processes

• English, German language skills

• Flexibility in working hours on occasion to support and drive Major Incident Resolution outside of core business hours

• The role requires frequent travel between various sites in Germany and occasionally within Europe

• Experience:

• 5+ years of experience in Information Technology Operations

• Extensive experience in communicating and influencing leadership (Manager and Director level)

• Good understanding and experience with IT outsourced model

• Experience working with teams spread across different geographies

• Financial and planning experience