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Employee Experience IT Manager

Country : USA

State : New York

Town : New York

Category : IT - Web

Contract type : Permanent

Availability : Full time

Job description

The EE-Site Manager is accountable for the IT services provided in their location / cluster, being a single point of contact for local issues, requests and communications, supporting IT servcies across suppliers both internal and external and technoligies relvant to the site. Using good over sight, governance and supplier management best practises the Site Manager ensures all IT systems and services remain optimised and available enabling ELC employees to be productive at all times. The IT Site Manager ensures local IT needs are accounted for in service plans balancing global standards with this need, and communicates to site employees on behlaf of global and regional IT teams, ensuring project and initiative alignment with local needs. Delivery requires ongoing, proactive interaction with all affiliate business units while providing consistent communication with various IT functions. There is a key focus on managing the relationship with the business to ensure the IT servcie organization has early insight into changing business needs and priorities. The role will ensure effective local service management and adhrence to service level agreements providing coordination, escalation and support to Regional and Global IT Function leads in order to plan, implement and deliver high touch IT services and project deliveries. Business Engagement - 45% - 60%
-Guiding IT project teams in local relevance and dealing with concerns raised by the business. Identify the barriers and potential risks and possible unintended consequences of a technology change to local business. Project delivery oversight enabling fluid and cross-functional communication, assist in determining resources for a project and ensure that services being brought into the environment have proper support model. Assist site readiness and communication prior to implementing any global / regional projects. -Provides guidance to the user community on best practices, users' roles & responsibilities, how to's & best methodology to leverage IT services, support model, corporate IT policies, standards & procedures by way of advice, documentation or initiation and support of workshops. -Ensures delivery of high touch customer services in all technical areas related to IT & technology and handle customer service escalations -Work with the technical teams to understand the impact of planned outages on the end-user community, coordinate and communicate outage windows and facilitate end user testing after changes are made to ensure there is no degradation in services. -Provide oversight on office moves and buildouts ensuring successful delivery and ongoing support
Oversee Local Service Management -25% - 40%
-Observe quality, alignment to SLAs & Business Satisfaction of Managed Service providers for local affiliate / site, escalating to Global, Regional Leads where necessary for remediation -Review Customer surveys related to all Service desk incidents and service requests, provide feedback to the customer to provide a transparent service. Gain direct feedback from business colleagues on service offering -Reviews and monitors service level reports for internal and external delivery. -Accountable for successful resolution and escalation of major incidents and provides local feedback via Daily Production Call. Also acts as the focal and first escalation point for global/regional IT & support ecosystems. -Understand areas of weakness / opportunities for improvement in service offering and provide feedback to strategic vendors -Review and approve EOL equipment replacement & provide New Hire / Break Fix forecasts for equipment to be provisioned by HCL teams -Ensures on-site Break/Fix and Spares pool is replenished acting on inventory information passed from local support teams. -Attend regular service reviews with Service Desk & Field Service teams -Organize procurement activities for non-managed service provisioned equipment (i.e. lync headsets, mobile phones, etc) -Support introduction of new SIAM processes or process changes at a local operational level -Engage SIAM as/when needed to ensure process issues are resolved and improvement opportunities are being identified -Drive adherence to problem management processes, ensuring root cause analysis is conducted, site wide analysis and trending completed, and corrective action plans are followed, completed and communicated to the business. -Is accountable for security, performance, continuity and general appearance of onsite computer rooms
Financial Management - 5%
-Assist in developing site budgets & monitor spending against the budget. -Review of monthly OPEX charges to ensure financial accuracy. -Assists site IT Procurement related activities by providing budget oversight, ensuring proper controls as well as working closely with the buyer's network. -Where required, manages renewal/upgrades with local vendors. Individually or working with Global Procurement teams, anticipates and manage contract renewal dates, negotiates contract detail and cost (with local suppliers), provides input to Global contacts and services, handle annual contract SLA, delivers cost effect and efficient supplier management.


Ability to think strategically and creatively and communicate effectively in a fast moving, rapidly growing area. Ability to understand business concepts and relate them to the IT organisation and vice versa Superior interpersonal skills & ability to communicate comfortably with all levels of site management. Adaptable and able to work under pressure. Ability to work independently and with limited direction. General working knowledge of IT concepts and services (networks, storage and compute, desk top support, unified messaging, office automation and email) General working knowledge of physical and logical Cybersecurity and relevant compliance regulations Expertise in concepts and operation of enterprise level service delivery (minimum ITIL Foundation and Service Operations Intermediary Certificate) Expert in best practices and workflow management Ability and experience in managing budgets, forecasts and costs Good supplier relationship and technical (service) leadership skills
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