Service Delivery Lead – Europe
The European Service Delivery Lead is responsible for providing hands on support and leadership in the delivery of ongoing daily technical services to the Sterigenics sites across Europe (Sterigenics is a business unit of Sotera Health). In this role you will lead a team of information technology support technicians in providing Level 2 desktop support to users following established Global IT standards and processes while also being a hands-on participant in daily support. You will be responsible for ensuring prompt service and problem resolution, understanding and communicating business needs and requirements to Global IT leadership helping ensure sustained and improved services levels in the IT Service Management processes. As a key contributor to the overall IT Governance and Service Delivery program you will be responsible for,
- Identify, document, and fulfill service requirements of European based Sotera Health business units and the user community.
- Participate in the design, implementation, and improvement of key service delivery processes.
- Partner with the Global IT Helpdesk to ensure effective first level support.
- Provide Supervisory support and technical leadership to European based onsite support technicians by prioritizing and assigning work and following up on escalations.
- Problem Management for the local European facilities
- Participating in and ensuring effective use of the Change Management process
- Taking a lead role in Major Incident Management, ensure coordination of resolving parties, provide effective communication to stakeholders, and conduct post incident review as applicable to the facilities you support
- Take a hands-on approach in responding to and resolving reported incidents and user support requests!
- Actively participate in and ensure the broader team completes the annual Computer refresh program.
- Participate in the assessment and ongoing review of services and processes with a goal of continuous improvement.
- Facilitate and foster customer feedback to improve the performance of the Service Desk and desktop support functions.
- Collaborate with the broader IT team and other functional areas within the businesses to ensure effective integration with key support process such as call handling, triage and escalation as required.
- Represent Global IT Support by fulfilling the role of primary point of contact for technical support escalations, support requests, and support inquiries.
As such, the IT technicians will not report to you, but you will be entrusted with their technical / operational guidance on a day-to-day basis.
Experience/Education Required
- Degree in Computer Science, Information Technology, related field or equivalent work experience
- 7 years experience in an IT service delivery role working with internal customers in a global multi-geographic organization.
- 2+ years in a supervisory role over an IT Technical Service Management team
- Demonstrated experience working in IT Service Management functions including Service Desk, Problem Management, Change Management, and Incident Management
- Excellent Customer Service skills: ability to understand and manage customer expectations.
- Ability to translate business requirements into technology/service solutions.
- Able to manage and prioritize tasks, requests, and time efficiently
- Demonstrated experience with Active Directory, Windows Server, Microsoft 365, Microsoft Office Suite, and desktop Windows Operating systems
Capabilities
- Provide effective Leadership to Service Management team
- Ability to prioritize competing priorities.
- Strong Analytical and problem-solving skills
- Current technical capabilities to provide outstanding hands-on support.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Project/Program Management skills
- Strong verbal and written communication skills with the ability to present effectively to small and large audiences.
- Ability to collaborate and work cooperatively in a team environment.
- Understanding of and experience working in a highly regulated environment would be of benefit.
- Fluent in English, ability to communicate in French, and German would be of benefit.
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