Senior Manager, IT Services and Operations

Job Title: Senior Manager, IT Services and Operations

Role Overview:
Transmed is transforming its digital landscape to maximize value across its business, customers, and suppliers through the implementation and support of strategic IT solutions. The Senior Manager, IT Services and Operations will oversee the management and support of IT systems and services across all business units and countries, ensuring optimal performance and issue resolution. This role involves providing 1st and 2nd level support, managing IT assets, and leading IT service management processes to align with business needs and objectives.

Key Responsibilities:

1. IT Services Management:

- Lead IT Services and Operations:
- Oversee the end-to-end management of IT services and operations, translating business requirements into IT strategies and capabilities.
- Ensure the successful implementation of change requests and IT solutions in the production environment.
- Provide 1st and 2nd level support, resolving issues related to applications, systems, databases, and users, and managing IT-related tickets.

- Service Delivery and Improvement:
- Develop and implement IT service management processes, applying best practices and frameworks such as ITIL.
- Establish and monitor Key Performance Indicators (KPIs) for IT services and operations.
- Conduct awareness and training sessions to enhance user proficiency with IT applications and tools.

- Incident and Problem Management:
- Own and manage Incident and Problem Management processes, ensuring high performance, accurate reporting, and service improvement.
- Ensure timely resolution or escalation of issues to higher-level support teams as needed.

2. Operational and Managerial Duties:

- Asset and Budget Management:
- Manage IT assets lifecycle, including hardware, software, licenses, and warranties.
- Design and manage the IT services budget, driving cost optimization and efficiency.

- Policy Enforcement:
- Develop and enforce policies and procedures for applications, systems operation, and data processing.
- Ensure compliance with organizational IT policies and security measures.

- Stakeholder and Vendor Management:
- Manage relationships with business users, IT vendors, and suppliers, ensuring performance aligns with organizational requirements.
- Support the development and execution of strategic IT initiatives and projects.

3. Skills and Competencies:

- Technical Skills:
- Extensive knowledge of IT Service Management frameworks and best practices (e.g., ITIL).
- Experience with IT service delivery in complex, multi-country, and matrix environments.
- Ability to develop and write complex queries for data analysis from various databases and systems.

- Leadership and Management:
- Proven experience in building and managing high-performing IT teams.
- Strong leadership skills with experience in managing technical support teams and IT service management processes.

- Problem-Solving and Strategic Thinking:
- Excellent problem-solving and critical-thinking skills.
- Ability to think operationally, tactically, and strategically to support and execute IT services and operations projects.

- Communication and Collaboration:
- Strong communication skills to support and manage a regionally spread IT environment.
- Ability to effectively collaborate with internal teams and external partners.

Qualifications:

- Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- Master’s degree in Business Administration (MBA) with a focus on IT is a plus.

- Experience:
- 8+ years of progressive experience in IT, supporting users, applications, and systems.
- 6+ years of leadership experience managing IT teams and operations.
- Project Management Professional (PMP) and/or ITIL certification is a plus.

Behavioral Competencies:

- IT Strategic Planning
- Taking Initiatives
- Analytical Thinking
- Teamwork and Communication
- Planning and Organizing
- Operations and Support
- Customer/Supplier Focus