Mgr., IT Service Delivery, LAD

Job Description

This role oversees the IT Infrastructure Service Delivery in their local region and/or country together with their {M-Level} Regional Service Delivery and in close cooperation with the Global IT functions like IT Infrastructure, IT Security or Solution Delivery.

The role ensures a reliable and efficient IT Infrastructure Service Delivery towards the regional and local business based on global IT Infrastructure Service definitions including related standards, SLA and KPIs; they act as a bridge between local and regional business functions and its requirements while acting as a  collaboration and escalation point for local / regional management especially but not only related to IT Infrastructure Services provided in the respective regions.

This role ensure that the local / regional business stakeholders are well informed about the Global IT Infrastructure standards, roadmaps, projects and operations. On the other hand, the role is acting as a counterpart for local requirements, escalations and operational issues and ensuring that Global IT functions are informed, understand these and act accordingly.

The role is responsible for local contract management, a reliable operation of local IT Infrastructure systems and services, local vendor management and local compliance requirements for IT.

This position supports the successful project execution of Global IT projects locally and executes local IT projects (e.g. Office Moves). 

“The job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity and integrity. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce.”

Job Duties

• Actively support, contribute and participate in the Global IT Service delivery team, drive towards global standards and ensure local requirements are captured and delivered. Supports cross-regional collaboration.
• Manage and oversee regional and local infrastructure, including IT-related facilities and legacy systems with a focus on harmonizing them to global standards and supporting the organization's long-term infrastructure strategy."
• Oversee the day-to-day IT Service Delivery across Olympus manufacturing sites, warehouses, and offices within the respective region and/or local entity.
• Support the development and implementation of a roadmap to standardize local IT services in alignment with global strategies.
• Support the Global IT Infrastructure teams (and other Global IT functions) in the delivery of Global IT Services and Projects and ensure regional and local impacts are considered in time.
• Execute local IT projects like office moves, office changes, or other similar needs in alignment with Global IT standards.
• Ensure that local IT compliance requirements are understood, communicated, and delivered.
• Support local and regional IT vendor and partner management, ensuring SLAs and contractual obligations are met.
• Ensure local and regional vendor activities align with global procurement and compliance standards while retaining flexibility for local operational needs.
• Identify opportunities to improve infrastructure service delivery and the impact of future trends and align those findings with the respective functional leads.  
• Be a contact and escalation point for Regional Business Engagement team and Local / Regional business stakeholders covering local needs, demands, inquiries, questions and escalation to ensure high customer satisfaction due to a reliable IT Service Delivery
• Support IT budgeting and forecasting for infrastructure-related services in the respective region.
• Support the management of the annual IT infrastructure budget for the region, ensuring alignment with global financial guidelines and strategic priorities and the status and any deviances are reported.
• Support accurate forecasting and cost estimations for infrastructure upgrades, hardware/software refresh cycles, and project rollouts.
• Support the full lifecycle of IT infrastructure assets in the region including procurement, deployment, maintenance, and disposal in accordance with global asset management policies in close alignment with the IT Infrastructure function leads.
• Support periodic physical handling and audits of IT assets in the local entities
• Enforce IT security, compliance, and operational risk controls within the region as per global standards.
• Support global audits and ensure readiness of infrastructure for ISO, ITGC, or other regulatory requirements
• Other responsibilities / duties as assigned.

Job Requirements

Must have:

• 4+ years of experience in the field of IT Infrastructure Service Delivery within a regional or local responsibility in a complex business environment.
• Proven experience to work with offshore service providers
• Extensive Technology Infrastructure project experience.
• Experience in working in an Agile IT environment would be a preference.
• Expert operational knowledge of technology infrastructure and associated processes.
• Demonstrable knowledge of infrastructure products, services and techniques required to support effective technology infrastructures.
• Wide scope of technical knowledge of personal computing technology, including hardware technology.
• Ability to learn new technologies that may enhance ITSM processes and Service Delivery.
• English spoken (advance)

Nice to have:

• Valid VISA and Passport
• Bachelor’s degree or higher in Data Science, Computer Science, Information Technology, Information Systems, Statistics, or any other related field. An equivalent of this requirement in working experience is also acceptable

• Strong expertise and know-how in supporting OT (Manufacturing / Repair) and R&D environments with IT services.
• Strong Technology Infrastructure technology and process (ITSM/ITIL) knowhow
• Expertise in ITIL processes and industry best practice; certifications such as IT Service Management (ITIL Foundation or higher), CCNA, PMP or similar are preferred.
• Good understanding of actual IT Security risk, tools and requirements to ensure a compliant and secure IT Service Delivery.
• Ability to learn new technologies that may enhance ITSM processes and Service Delivery.