IT Service Manager (f/m/d)

Systech provides trusted identification and traceability solutions that establish essential product data ensure digital connectivity and enable real-time insightson the packaging line and throughout the supply chain. With decades of experience as the pioneer of pharmaceutical serialization and further strengthened through our recent acquisition of Pharmacontrol Electronic GmbH (PCE) a prominent European pharmaceutical track & trace solutions provider Systech offers comprehensive easily configured turnkey software solutions with reliable implementation and expert support. Global brands across industries rely on Systechs platform to help them achieve their objectives in compliance resiliency sustainability and digital transformation. Systech is a leading brand of Markem-Imaje a global product identification packaging intelligence and connected product solutions provider and a part of Dover Corporation.

The IT Service Manager is a key leadership role within Systech responsible for ensuring the seamless delivery of IT services. This individual will oversee all infrastructure services coordinate with corporate IT teams and manage the relationship between Systech and Dovers global Service Provider (MSP) overseeing end-user service desk network and server operations. Additionally the IT Service Manager will own the on-boarding process for new employees and lead projects designed to improve Systech overall IT ecosystem.

This role requires a proactive and adaptable individual who can balance operational management employee onboarding and strategic project management to ensure IT infrastructure and services support the organizations growth and operational goals.

Key Responsibilities

Service Coordination and Delivery:

• Oversee the delivery of all IT infrastructure services ensuring alignment with business requirements and corporate IT standards.
• Coordinate activities with corporate IT teams to maintain infrastructure consistency and compliance.
• Monitor and ensure the availability performance and security of IT infrastructure including network equipment servers and end-user devices.

Vendor and MSP Management:

• Serve as the primary liaison with the MSP to manage the service desk and first/second-level support.
• Monitor and enforce service level agreements (SLAs) with the MSP to ensure high-quality service delivery.
• Conduct regular performance reviews with the MSP addressing issues escalating as necessary and identifying areas for improvement.

Employee Onboarding:

• Coordinate with HR department and MSP on the IT onboarding process for new employees ensuring they receive all required hardware software training material and system access.
• Collaborate with HR and hiring managers to align onboarding schedules and requirements.
• Develop and maintain a streamlined onboarding process including provisioning accounts setting up devices and providing initial IT training.
• Ensure new employees are supported during their first weeks promptly addressing any IT-related issues.
• Continuously improve onboarding workflows to enhance efficiency and employee satisfaction.

Infrastructure Operations and Support:

• Ensure that all incidents requests and changes are managed effectively and in accordance with defined processes.
• Oversee the resolution of escalated IT infrastructure issues to minimize downtime and disruption.
• Maintain and optimize IT infrastructure to meet current and future business needs.
• Manage escalations inline with business imperatives and contractual SLAs to ensure business needs are met and clearly communicated amongst all stakeholders

Strategic Planning and Continuous Improvement:

• Collaborate with senior IT leadership to develop and execute infrastructure strategies and roadmaps.
• Identify and implement opportunities to improve service quality operational efficiency and cost-effectiveness.
• Stay informed about emerging technologies and best practices to propose upgrades and innovations.

Compliance and Risk Management:

• Ensure compliance with corporate policies industry regulations and security standards.
• Identify and mitigate risks associated with IT infrastructure operations and service delivery.

Key Competencies

• Bachelors degree in any related field or advanced degree preferred
• Collaboration and teamwork
• Strong customer service orientation
• Analytical and strategic thinking
• Excellent interpersonal and communication skills including a command of business English and conversational German

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We consider several job-related non-discriminatory factors when determining the pay rate for a position including but not limited to the positions responsibilities a candidates work experience a candidates education/training the positions location and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other factors prohibited by law.