Field Services Lead

LTM; Ringaskiddy; Hybrid; EUR 60,000 - 80,000; Full time

Job summary

LTM in Cork, Ireland is seeking a Field Service Lead to drive reliable Technology Services delivery on site, with hybrid arrangements. The role focuses on partnerships with MLL areas, managing incidents, projects, and risk, ensuring IT systems run smoothly to support business operations.

You will collaborate with site leadership, IT and business stakeholders, supervise vendors, enforce compliance (GxP), and implement improvements.

Responsibilities

• Accountable for all aspects of delivery of Technology Services to the site, within the agreed SLAs
• Engagement with the Site Business leadership team and with the IT Business Technology Lead
• Ensure the IT Reliability of the sites
• Ensure the delivery of the projects defined in the portfolio
• End-to-end IT risk management at the site including lifecycle management and information security
• Ensure compliance with GxP and validation processes
• Manage vendors who are developing applications and who are providing the related support
• Communicate with end users and with key internal stakeholders (IT and business)
• Provide with innovative ways of working and propose systems improvements.

Job description

About the Company

The mission of LTM Company is to engineer meaningful technology solutions to help businesses and societies flourish. Our successful technology business serves over 2000 Global customers and now, we are in a process of expanding. LTM is extending its technology business with specific expansion plans in Ireland.

Role Description

About the Company

The mission of LTM Company is to engineer meaningful technology solutions to help businesses and societies flourish. Our successful technology business serves over 2000 Global customers and now, we are in a process of expanding. LTM is extending its technology business with specific expansion plans in Ireland.

Role: Field service Lead

Location: Cork, Ireland (Hybrid)

Duration – Full time

Role Summary

Establishes partnerships with MLL areas ensuring efficient service delivery and maintaining high levels of reliability in TS operations With deep domain expertise product knowledge and effective leadership skills collaborate closely with stakeholders deliver exceptional services and ensure the reliable functioning of IT systems ultimately supporting the success of the MLL operations

Job Description

• Accountable for all aspects of delivery of Technology Services to the site, within the agreed SLAs


• Engagement with the Site Business leadership team and with the IT Business Technology Lead


• Ensure the IT Reliability of the sites


• Ensure the delivery of the projects defined in the portfolio.


• End-to-end IT risk management at the site including lifecycle management and information security


• Ensure compliance with GxP and validation processes


• Manage vendors who are developing applications and who are providing the related support.


• Communicate with end users and with key internal stakeholders (IT and business)


• Provide with innovative ways of working and propose systems improvements.

Roles And Responsibilities

• Support critical incident and problem management, participating in reliability calls, identifying root causes, and implementing preventive actions.


• Monitor and track the IRIS incident and request queues for timely resolution. Facilitating engagement with 3rd party vendors, monitoring their work, and addressing escalations as required to ensure SLA’s are met.


• Serve as the primary contact for non-site TS teams and communicate / updates to TS management and business IT leaders to ensure transparency and accuracy during incidents.


• Assist in change management activities, including coordinating change schedules, obtaining approvals, and implementing changes for supported applications and infrastructure.


• Coordinate patch management activities, initiating and planning patches for applications, infrastructure, and operating systems.


• Coordinates with MLL and TS teams for the implementation of application features, enhancements, and infrastructure changes.


• Engages with BT Site Leads and business stakeholders to ensure testers are identified for user acceptance testing (UAT) as it pertains to Change Management and/or Patch Management Activities.


• Support business continuity by participating in local efforts for failover tests, server patching, and infrastructure maintenance.


• Review progress, pending items, and impediments related to operational, incident, and problem management with TS Site Delivery Leader Coordinate site-specific tasks associated with IT portfolio projects, lifecycle management, and infrastructure upgrades.


• Monitor service levels, track metrics/analytics as it pertains to network reliability, availability, and capacity metrics to ensure site health for TS services.


• Participate in TS contractor management activities, including entrance permits and requesting escorts.


• Ensure compliance with company policies, standards, and procedures at the site level.


• Provide input to TS Site Delivery Leader for future requirements, especially key business capabilities, and the associated value to the Product Line – as an input to shape the product strategy


• Partner with TS Site Delivery Leader to provide input and execute Service Lifecycle and roadmap and continuous Improvement Plans