Site Services Leader

Site Services Leader required by CareerWise Recruitment for our multinational biotechnology client in Limerick. As an onsite contact, this role has operational responsibility for managing successful delivery of IT services, managing the on site team and as point of contact to facilitate the transition to onsite External Service Providers (ESP).

Role of this position

• Coordinate and monitor day-to-day activities to meet agreed Service Offering Definition metrics of the assigned grouping of service offerings. Compliance with SLA/SLO/SSO at site where accountable
• Responsible for execution of service and project delivery in alignment with global, regional & local plans, provide coordination and guidance to the local team. Ensure service delivery within budget and on time.
• Provide oversight on day to day service support and operation activities, including:
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management
• Effectively manage communication and coordinate with global, regional and local IT teams to ensure alignment and flawless execution.
• Responding to changes, coordinate escalation and facilitate delivery of new IT Support requirements by the local business through timely intervention to meet committed timelines. Monitor and evaluate IT service tiers, customer demand, problems and usage and take appropriate action.
• Manage failures in services on the operational level, focused on ensuring that the user has access to the appropriate services to support the business functions.
• Resource management and oversight of onsite ESP / contract resources in getting GIS services delivered onsite in alignment with business needs and global priorities
• Operational liaison with Infrastructure Account Manager, Business Area (Manufacturing) IT Account Manager, GIS Service Delivery Managers, Internal and external staff delivering Ops and Support at the site, Centralised Service Desk staff
• Participate in annual business planning to ensure sufficient budget in alignment with business demand
• Provide coordination when multiple teams involved in problem resolution or DRP oversight.
• Communicate SLAs to Infrastructure Account Manager / business area IT account manager, ensuring awareness, manage expectations
• Ensure compliance to local, regional and global guidelines. Work with support staff to ensure standard service/support processes are adhered to. Facilitate sessions in process optimisation when process changes are required to improve service.
• Build effective working relationships with business partners, local/regional/global IT groups, ESPs and vendors. Work with business leaders at the manufacturing site to identify IT needs and opportunities to support business objectives and deliver service improvements. Seek continuous feedback for improvement.
• Assist Service Delivery managers with the implementation of the new model in their clusters. Act as a Change Agent to secure successful adoption and implementation.
• Provide IT presence and relevance on the ground at Limerick site as deemed necessary

JOB REQUIREMENTS

• Ability to negotiate and influence
• Broad knowledge of IT Service Support (ITIL)
• Strong understanding and application of corporate policies and procedures
• Broad project management experience (preferably Agile)
• Knowledge of Platforms, telecoms, workplace and mobility technologies and support.
• Exemplary communication skills (English)
• Strong leadership skills
• Strong network understanding
• Good knowledge of Telephony solutions
• Strong teamwork and interpersonal skills
• Ability to manage multiple priority projects
• Negotiation and vendor management skills
• Experience of working in a regulated environment (preferably pharmaceutical manufacturing)

Please call James Farrar today for further information on 0872489961 or email: jfarrar@careerwise.ie
CareerWise Recruitment (In Search of Excellence) Established in 1999, CareerWise Recruitment specialises in recruitment of management and technical professionals for the life sciences, ICT, engineering, food and agri sectors. We operate out of multiple locations in Ireland and have offices in Cork, Shannon, Galway, Mayo and Dublin. By applying for this position, you are consenting to allow CareerWise Recruitment to process and retain your data in accordance with our Privacy Policy, contained on our website for the purposes of providing career opportunities. CareerWise Recruitment accepts that you do not wish your personal data, including your CV, to be forwarded to any client company without your prior consent and gives an absolute assurance that this wish will always be respected. Please feel free to contact us if you have any queries or wish to withdraw or amend your consent.