Job Description

IT Support Manager

INTRODUCTION

As an IT Support Manager, you will be responsible for the IT Support team and will be reporting to the local IT Operations Manager. This team delivers support for End User, Application, and Infrastructure primarily to Europe. However, the team also is to be ready to support any location in SBM’s global shared support model. The other locations with IT Support teams are Kuala Lumpur-Malaysia, Rio de Janeiro-Brazil, Houston-Texas, Schiedam-Netherlands, and Monaco. All IT Operations staff and teams work according to the same standards for both infrastructure, applications, security, policies, compliance and ICOSIT standards. 

The role of IT Support Manager and the team is the need to be customer focused, responsible for ensuring that the team understands the support needs of the business to be able to support properly according to their needs. The team needs to execute this support according to established Policies, Working Procedures and Working Instructions for Service Requests, Incidents, Change Management, Problem Management and Knowledge Management.

This role takes ownership for the overall quality and performance of the work performed by the team and ensures that all the team activities are delivering measured to established KPIs and SLAs. To maintain this, recurrent meetings are to be had with the team to maintain high quality by reviewing performance and improving where expectations are not being met.

A high priority in this role is to ensure business continuity and maintain a high availability of SBM systems and data while keeping security as paramount importance.

The IT Support Manager is accountable for developing and maintaining synergies within the team as well as with their technical peers in other sites.

ROLE CONTRIBUTION

To support and contribute to a fully integrated and aligned IT Strategy across the SBM organization, you are responsible to:

• Liaise, work together with, and advise your IT colleagues across different sites and disciplines
• Enforce Group IT Policies, Procedures and Work Instructions to work aligned to the strategy of Group IT, making suggestions for improvement when the opportunity arises.
• Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance.
• Enforce ITSM Procedures to the team (Incident/Problem/Change/Release Management).
• Interface with key stakeholders throughout the company
• Ensure that the endpoint lifecycle policy is executed for the local organization.
• Communicate/escalate in timely manner recurring issues and problems to IT Operations Manager. 

ROLE REQUIREMENTS

• A minimum of 9 years’ experience as IT Manager.
• The whole career experience no less than 10 years
• Preferable to have working experience in a global matrix organization operating with a strict level of Policies, Procedures and Working Instructions.
• Maneuver comfortably through complex and people-related organizational dynamics.
• Mandatory English-speaking fluency. French, Portuguese, or Dutch languages are a plus
• IT knowledge, specifically but not limited to data center management or endpoint management.
• Ability to set appropriate performance goals for the team, and associated KPI's to measure performance against target. Implement and monitor results
• Working knowledge of an ITSM, preferably ServiceNow
• Knowledge of and the ability to apply the Internal Control standards and Governance Framework. Ability to merge the knowledge of how to conduct security audits and the technical experience to be able to decipher low level technical elements.
• Working in international teams / organizations • Able to plan and prioritize work to meet commitments aligned with organizational goals.
• Mandatory experience with ITIL v3 processes
• Experience supporting VIPs are required
• Attitude required are to be communicative, energetic, self-motivated and self-learner