During the current situation caused by Covid-19, Sidel’s main concern is the health and safety of all of our stakeholders as well as ensuring business continuity for our customers. Read More
End user services Manager
Contract Type
Permanent
Country
ITALY
Location
Parma

Your Opportunity

We are looking for an End User Service Manager.

Your Mission

Purpose :

  • The End User Services (EUS) Manager will transversally oversee a team in delivering end user services to all Business Units for Sidel group. This position is responsible for collaborating cross-functionally with all Information Technology partners, vendors and the end user community to provide and implement enterprise solutions for the end-user computing environment. The Manager will work to ensure that EUS service levels are met and will lead the Workplace Specialists and Local Support  teams in efforts to identify areas for service improvement and implement those improvements. the delivery of IT and IS support (LVL1, LVL2, LVL3) in order to improve the support quality and keep user satisfaction high. Coordinate external and internal supports. Manage and Publish support activity KPI's
  • The End User Services Manager will be supported by the Service Delivery Team and SDMs, in order to achieve his mission.

Key Responsibilities:

  • Lead the regular review of critical service level and key performance indicators for the end user services being delivered.
  • Manage the local IT support people activity related to the end user services (functional link)
  • Responsible for the scoping, process and implementation of end-user computing solutions, desktop and mobile services management, application delivery, change management, proactive review and maintenance of existing systems, vendor oversight & contract compliance, standards, strategy and support.
  • Create metrics and review global end user service performance.
  • Ensure that day-to-day monitoring of end user support is being handled in an effective way and engage for second level escalations for incidents as necessary.
  • Identify and address blockers, inefficiencies and other issues to effective service delivery.
  • Develop, maintain and apply standards ensuring all end user services are responded to in a timely manner and user needs are met through adherence to agreed-upon service level objectives.
  • Manage customer relations to ensure customer requirements are clearly understood and implemented in systems and services by identifying opportunities and leading projects that focus on improving internal processes and customer service performance.
  • Oversee the provision of end-user services such as end-user device support, desktop infrastructure, VDI, and change management while ensuring production schedules and quality standards.
  • Oversee the maintenance of client computer hardware and software applications including peripherals for the purpose of ongoing operations.
  • Manage relationships with vendors, consultants, contractors, and professional associations to keep informed with existing and evolving industry standards and technologies.
  • Implement continuous process improvement initiatives to develop strategies that lead to the resolution of client calls in a more efficient and effective manner.
  • Work with other computing groups (network, data center, etc.) to provide comprehensive end-user solutions.
  • Partner with application teams ensuring end user computing requirements.
  • Work with IT Security for the ongoing management of end user device security (patching, anti-virus).
  • Other projects or duties as assigned.
  • Budget management (EUS budget).

Your Profile

Capabilities :

  • Ability to motivate and manage a team of end user services staff supporting the organization’s technology services
    Experience in working in a Global environment by interacting with international colleagues to support end-users in multiple countries
  • Foster and build a collaborative working relationship with various stakeholders
  • Strong written and verbal communications skills (English, Italian or French is a plus)
  • Be proactive with a service-oriented attitude, and willing to work outside of normal business hours if necessary
  • Strong communication and coordination skills with all level of business users, life sciences experience preferred
    Experience in developing and delivering end-user training programs

Experience :

  • ITIL V3
  • 10+ years overall professional technical experience
  • 5+ years of experience of hands-on technical experience supporting end users in a distributed end user environment
  • 3+ years’ experience of direct / indirect management of end user environments
  • Hands-on experience with Service Now, Active Directory, Windows 10+, Office 365, Azure AD, Ivanti,, InTune, PowerShell and end point security tools


Qualifications :

  • Bachelor or Master / Engineer in computer science

Contract Type
Permanent
Country
ITALY
Location
Parma
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