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Key skills for this role
Directly manage EUS Leads and Engineers, facilitate resource planning and workload distribution, ensuring optimal efficiency across projects and operational demands.
Set clear goals, expectations, and KPIs to measure individual and team performance across technical operations.
Lead mentoring and skills development initiatives, fostering a culture of innovation and technical excellence.
Champion process standardization, implementing ITIL and service management best practices for consistent execution.
Oversee ticket queue management, ensuring incidents and requests are categorized, prioritized, and assigned efficiently.
Monitor SLA compliance, tracking ticket resolution times and ensuring adherence to service performance metrics.
Ensure documentation of all incidents and service requests, creating detailed root cause analyses for major recurring issues.
Lead stakeholder communication on SLA performance, ensuring transparency in service quality and incident handling expectations.
Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance end-user experience.
Implement continuous improvement initiatives, analyzing ticket backlog data to enhance service response times and reduce bottlenecks.
Identify opportunities to implement AI-driven support solutions, including chatbots, predictive analytics, and self-service portals to streamline IT assistance.
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Manage, implement, and optimize end-user service solutions to enhance support function in the XXX market
Oversee device management, endpoint security, and identity access controls, ensuring compliance with global standards.
Manage deployment, configuration, and lifecycle support for core user environments, including endpoint devices, collaboration platforms, business systems and remote access solutions.
Develop and refine country IT infrastructure roadmaps, ensuring alignment with business needs and scalability considerations.
Lead technology standardization efforts for network architecture, Active Directory, endpoint security, and service automation platforms.
Collaborate with global technology teams to integrate IT frameworks, including enterprise mobility, security policies, and system automation.
Drive continuous improvements in system architecture, ensuring optimized performance of IT assets across on-premises and cloud-based environments.
Implement cybersecurity best practices in coordination with the Cyber, Risk & Compliance (CRC) team.
Ensure regulatory compliance across identity & access management (IAM), endpoint encryption, and data protection strategies.
Lead incident response protocols, overseeing vulnerability management, SIEM monitoring, and remediation efforts.
Manage enterprise agreements with our technology partners, vendors and providers, ensuring cost-effective procurement of any licensing and services.
Optimize IT budgets, identifying opportunities for cost reduction in service contracts and hardware lifecycle management.
Evaluate emerging technology solutions that align with business expansion and infrastructure modernization initiatives.
Lead market deployment of global IT initiatives, including Network, Infrastructure, Modern Workplace, and Security transformations.
Coordinate cross-functional teams on technology rollouts, overseeing user migration strategies, cloud adoption plans, and infrastructure upgrades.
What you'll need:
Multinational holding company for marketing, communications, and advertising services.
Visit company websiteJobs and hiring trendsFull-time
Senior
Hybrid
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