IT Service Delivery Lead

IT Service Delivery Lead

Randstad Professionals are one of the leading recruitment companies in Switzerland and with a dedicated IT contracting team in Zurich. We are excited to help you in your search. We focus on finding the best contracts for the best contractors.

For our client based in Neuchatel, we are looking for an IT Service Delivery Lead, who will have a focus on Managing the infrastructure (IT), being Vendor Manager (IT) and first contact for queries in this area (very customer oriented).

Overall responsibilities

Responsible for delivery and support, reliability improvements of Site infrastructure environment, and Lab Manufacturing Distribution Warehouse infrastructure, Coordinates complex Lab Manufacturing Distribution Warehouse requests to maximize systems uptime.

Position duties and responsibilities

Responsible for overall site health and infrastructure environment - Monitors service levels, tracks metrics/analytics, and ensures site health of GTS (Global Technical Services) services
Site delivery responsibilities expanded to MES infrastructure and integration of MES infrastructure with plant devices
Coordinates and acts as SPOC for complex service requests (eg, MES, Lab and warehouse systems, End user devices, networking services, Collaboration)
Interacts with Lab Manufacturing Distribution Warehouse personnel to problem-solve future-state requirements
Serves as source of functional understanding of processes, tools, and integration of Lab Manufacturing Distribution Warehouse plant equipment with IT platforms (eg, LIMS Etc.), as well as Lab Manufacturing Distribution Warehouse business knowledge
Interacts with multiple Lab Manufacturing Distribution Warehouse stakeholders - Execution systems, plant engineers and technicians and Lab Manufacturing Distribution Warehouse IT
Will be accountable for GTS at Lab Manufacturing Distribution Warehouse sites
Maintains IT facilities ownership (eg, local computer rooms)
Performs site-level DRP (Disaster Recovery Planning: NTH, BCP (Bus Contunity Planning), CMDB (Configuration Management Database) related to GTS services
Local representation/site support services for audit/HR investigations related to GTS services
Local/site-level asset planning, purchasing, deployment and decommissioning related to GTS services
End user knowledge (eg, training, technical writing) related to GTS services
Vendor management associated with GTS services
Supports GTS financial reporting and analysis of site infrastructure costs
Primary escalation point for (Business) Critical Incidents, both during and after business hours (24x7)

Key Deliverables

Accountable for GTS services at the sites and the associated reliability and uptime of the site operations dependent on GTS services
High-level of site health and service financials for sites
Fast response time to high-priority LMDW requests

Education

Bachelor's degree or equivalent and 3 years experience in delivering IT services

Experiences

Broad base technology and process background. Experience in multiple technology service towers such as server and storage or network, web, messaging and databases
Broad knowledge of the Lab Manufacturing Distribution Warehouse business, as well as processes, tools, and integration of Lab Manufacturing Distribution Warehouse plant equipment with IT platforms
Working knowledge of multiple technical disciplines such as WAN/LAN, MS Windows, Desktop computing hardware and software
Familiar with standard concepts, practices, and procedures associated with the ITIL framework
Preferably familiar with working in a Manufacturing Environment
'Emerging Strength' level for Connect, Shape, Lead, Deliver
German: Nice to have
English: Busines Fluent
French: Busines Fluent (written/spoken)

The job does require the individual to be the primary escalation point for (Business) Critical Incidents, both during and after business hours (24x7) on a best effort basis (no formal commitment)

Whether this role is the right fit or you would like to see if there are others that do, our dedicated and expert team is looking forward to hearing from you.

Good to know you!