Cluster IT Multi-Site Leader

Directly reporting to the Cluster IT Operations Manager for US & Canada theCountry IT Multi-site Leader for US & Canada:

• Manages daily IT operations for a number of sites 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.
• Deploys IT policies standards and initiatives within the assigned scope.
• Maintains compliance with IT security policies and standards conducts regular security assessments and implements 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 country 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
• Manageand supervises hands-on L1 support for end-users addressing issues related to hardware software and network connectivity.
• Implementand maintains processes for effective monitoring reporting and continuous improvement of IT services within the region.
• Ensurethe Implementation and uphold of IT standards policies and best practices defined at a Group Level in his/her scope.
• EnsureIT sites operate smoothly and without disruption addressing any issues proactively to prevent major incidents and to maintain user satisfaction.

COLLABORATION AND COORDINATION

• Supervise Local IT operations team for the assigned scope providing direction support and professional development opportunities.
• Coordinate with local business units to align IT services with business needs and priorities.
• Promotecontinuous improvement actions.

PERFORMANCE AND MONITORING

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

Required profile and experience;

• University degree or Engineering School with IT specialization or equivalent by experience.
• Minimum of 5years of experience in IT infrastructure management
• 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.
• Effective communication and interpersonal skills.
• Proven leadership and team management skills
• Teamwork flexibility and collaboration. .
• Stongproblem-solving and decision-making abilities.