IT Service Manager (f/m/d)

Dover; Heppenheim; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

An established industry player is seeking an IT Service Manager to lead the delivery of IT services and infrastructure. This pivotal role involves coordinating with corporate IT teams, managing vendor relationships, and overseeing the onboarding of new employees. The ideal candidate will be proactive and adaptable, balancing operational management with strategic project initiatives. This is a fantastic opportunity to make a significant impact in a dynamic environment, ensuring that IT services align with business goals and support organizational growth. If you're passionate about technology and service excellence, this role is perfect for you.

Qualifikationen

• Proven experience in IT service management and vendor management.
• Strong analytical skills and customer service orientation.

Aufgaben

• Oversee IT infrastructure services and ensure compliance with corporate standards.
• Manage employee onboarding and improve IT service delivery.

Kenntnisse

IT Service Management

Vendor Management

Project Management

Customer Service Orientation

Analytical Thinking

Communication Skills

Ausbildung

Bachelor's Degree in a Related Field

Advanced Degree Preferred

Jobbeschreibung

Systech provides trusted identification and traceability solutions that establish essential product data, ensure digital connectivity and enable real-time insights—on the packaging line and throughout the supply chain. With decades of experience as the pioneer of pharmaceutical serialization, and further strengthened through our recent acquisition of Pharmacontrol Electronic GmbH (PCE), a prominent European pharmaceutical track & trace solutions provider, Systech offers comprehensive, easily configured, turnkey software solutions with reliable implementation and expert support. Global brands across industries rely on Systech's platform to help them achieve their objectives in compliance, resiliency, sustainability, and digital transformation. Systech is a leading brand of Markem-Imaje, a global product identification, packaging intelligence, and connected product solutions provider and a part of Dover Corporation.

The IT Service Manager is a key leadership role within Systech responsible for ensuring the seamless delivery of IT services. This individual will oversee all infrastructure services, coordinate with corporate IT teams, and manage the relationship between Systech and Dover’s global Service Provider (MSP) overseeing end-user service desk, network, and server operations. Additionally, the IT Service Manager will own the onboarding process for new employees and lead projects designed to improve Systech overall IT ecosystem.

This role requires a proactive and adaptable individual who can balance operational management, employee onboarding, and strategic project management to ensure IT infrastructure and services support the organization’s growth and operational goals.

Key Responsibilities

Service Coordination and Delivery:

• Oversee the delivery of all IT infrastructure services, ensuring alignment with business requirements and corporate IT standards.
• Coordinate activities with corporate IT teams to maintain infrastructure consistency and compliance.
• Monitor and ensure the availability, performance, and security of IT infrastructure, including network equipment, servers, and end-user devices.

Vendor and MSP Management:

• Serve as the primary liaison with the MSP to manage the service desk and first/second-level support.
• Monitor and enforce service level agreements (SLAs) with the MSP to ensure high-quality service delivery.
• Conduct regular performance reviews with the MSP, addressing issues, escalating as necessary, and identifying areas for improvement.

Employee Onboarding:

• Coordinate with HR department and MSP on the IT onboarding process for new employees, ensuring they receive all required hardware, software training material, and system access.
• Collaborate with HR and hiring managers to align onboarding schedules and requirements.
• Develop and maintain a streamlined onboarding process, including provisioning accounts, setting up devices, and providing initial IT training.
• Ensure new employees are supported during their first weeks, promptly addressing any IT-related issues.
• Continuously improve onboarding workflows to enhance efficiency and employee satisfaction.

Infrastructure Operations and Support:

• Ensure that all incidents, requests, and changes are managed effectively and in accordance with defined processes.
• Oversee the resolution of escalated IT infrastructure issues to minimize downtime and disruption.
• Maintain and optimize IT infrastructure to meet current and future business needs.
• Manage escalations in line with business imperatives and contractual SLAs to ensure business needs are met and clearly communicated amongst all stakeholders.

Strategic Planning and Continuous Improvement:

• Collaborate with senior IT leadership to develop and execute infrastructure strategies and roadmaps.
• Identify and implement opportunities to improve service quality, operational efficiency, and cost-effectiveness.
• Stay informed about emerging technologies and best practices to propose upgrades and innovations.

Compliance and Risk Management:

• Ensure compliance with corporate policies, industry regulations, and security standards.
• Identify and mitigate risks associated with IT infrastructure operations and service delivery.

Key Competencies

• Bachelor’s degree in any related field or advanced degree preferred.
• Collaboration and teamwork.
• Strong customer service orientation.
• Analytical and strategic thinking.
• Excellent interpersonal and communication skills, including a command of business English and conversational German.