Infrastructure Support Manager (ITIL, Business Development, Customer Service)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

For this role, we are looking for a contractor to join us for about 20 hours per week.

Tasks and Responsibilities:

• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Develops plans to ensure that the organization has appropriately skilled resources to meet organizational objectives and commitments. Manages the effective implementation of resource planning, recruitment, selection, assessment, on-boarding and transitioning of resources
• Manage departmental (and therefore business) IT risks; identifying, mitigating and recommending solutions to Head of IT
• Knowledge of and adherence to TIS & EUX global policies and procedures
• Coordinate business development activities such as identification and communication with client
• Ensure the existing and future of IT Service and Support aligns to the expectations of our Business roadmap and overall our client's strategy
• Execution/coordination of local projects at the site
• Escalation point for help/service desk and on site 2nd level support
• Liaison with internal/external service lines and 3 party vendors
• Assist with planning and forecasting for IT related items at the site (in accordance with the Country IT Head)
• Implementation of local application enhancements and provide local application support (where required)
• Provide IT feedback where required; ensure customer satisfaction while continuously improving services at the site.
• Execute/coordinate any security or compliance remediation activities as per IGM Guidelines (where required)
• Problem analysis and resolution; must be available as required to handle issues and service outages
• Oversight of local IT Support resources
• Must be willing and able to provide hands on technical support when required
• Business stakeholder management
• Review and align IT budgetary numbers with local financial team for the site
• Participate and assist with global IT initiatives (where required)

Requirements

• A strong understanding of Information Technology; trends, products and solutions
• Experience of maintaining high performing service support functions including IT Service Desk, Desktop Support and 2nd line technicians
• Knowledge of business development, especially spotting and developing business opportunities with the customer
• Customer focused with a passion and drive for customer satisfaction and delivering business values
• Excellent communication and negotiation skills with strong service orientation
• Willingness to travel when required
• Multitasking as well as ability to “think outside of the box”
• Fluency in English (spoken and written)
• Candidates have to declare Criminal record extract not older than three months

Benefits

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Minimum 5 weeks of vacation
• Paid sick days
• Meal vouchers
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs (multisport card)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?