CLUSTER IT MULTI-SITE LEADER - (Troy-Michigan, US) at None

Directly reporting to the Cluster IT Operations Manager for US & Canada, the Country 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
• Manage and supervises hands-on L1 support for end-users, addressing issues related to hardware, software, and network connectivity.
• Implement and maintains processes for effective monitoring, reporting, and continuous improvement of IT services within the region.
• Ensure the Implementation and uphold of IT standards, policies, and best practices defined at a Group Level in his/her scope.
• Ensure IT 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.
• Promote continuous improvement actions.

PERFORMANCE AND MONITORING

• Track and report on key performance indicators (KPIs) related to IT operations and support.
• Provide regular updates to country IT management 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 5 years 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. .
• Stong problem-solving and decision-making abilities.