IT Operations Manager

Are you a Lead Infrastructure Operations professional with 10+ years of IT experience and expertise in end-user support and service delivery? Apply now for a full-time opportunity with a biotechnology client in Zurich/Ghent. This role involves managing infrastructure operations and support across Europe with occasional travel.

Requirements:

• 10+ years of extensive IT technical experience in Operations, IT Service Desk, and end-user support
• Proven experience organising user support models for biotechnology laboratories
• Understanding of the industry landscape and global regulatory requirements including GxP, HIPAA, and GDPR
• Proficient knowledge of IT best practices, policies, and regulations
• Proven leadership and management skills with ability to direct and oversee the work of others
• Strong organisational skills and attention to detail
• Excellent time management skills with proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• In-depth understanding of computer science, cybersecurity principles, client/server and cloud-based technologies, and network architecture
• Experience partnering with Managed Service Providers (MSPs) for support services
• Experience managing and coordinating onsite support teams
• Knowledge of ITSM best practices to run efficient and effective support processes and services
• Experience with asset and software management processes and IT inventory accuracy
• High analytical capability with history of leveraging data and analytical techniques to optimise business decisions
• Willingness to be strategic and hands-on as required
• Strong communication skills with ability to communicate technical concepts to end users
• Experience providing end-user training
• Ability to work in a dynamic and geographically dispersed environment
• Availability to occasionally join meetings outside standard core business hours to connect with non-EU based team members
• Languages: English (fluent), Dutch (fluent or advanced)

Job Description:

• Partner with Managed Service Providers (MSPs) in charge of support services for the Ghent and Europe offices, including processes and tools
• Work closely with the global BIS team and cross-functional stakeholders to ensure adapted operations and support model is designed, in place, and updated for infrastructure systems and components serving BIS applications
• Work closely with other department pillars to assess the growth needs and maintenance of the company's network
• Ensure that Operations & Support process documentation is maintained and accurately managed by MSPs
• Manage and coordinate offices and laboratories onsite support teams
• Provide excellent BIS services to Ghent and Europe end-user community
• Communicate with end users on new technology enhancements, issues, and changes in partnership with Global Infrastructure leadership
• Provide end-user training as needed
• Assist in managing the licensing and cost for end-user productivity applications
• Leverage and apply ITSM best practices to run efficient and effective BIS support processes and services
• Assist in managing and maintaining Global BIS Asset and Software management process and IT inventory accuracy
• Explore ways to improve processes to enhance the end-user experience, collaboration, and productivity
• Stay current on technical innovations and explore ways to harness new technology to improve BIS processes, user productivity, BIS services, and cost
• Provide regular status updates to management on accomplishments, planned work, issues, challenges, and risks
• Support the deployment, maintenance, upgrade, and tracking of client technology assets including laptops, iPads, Teams phones, mobile devices, printers, and other peripherals
• Review, analyse, and evaluate business procedures with quantitative and qualitative metrics to evaluate the company's efficiency and effectiveness
• Assess coordination and integration of efforts among operations, technology, and customer service to produce smoother workflow and more cost-effective business processes
• Support long-term planning that enhances the company's goals, identifying opportunities to expand or shift course based on market changes
• Identify potential problems and points of friction whilst recommending innovative solutions to enhance operational effectiveness and competitive advantage
• Evaluate current technology use and needs of the company and recommend software and hardware improvements
• Identify opportunities for automation and implement solutions to streamline processes
• Implement risk management strategies to mitigate operational and cybersecurity risks
• Ensure compliance with regulatory requirements and industry standards related to IT operations, staying up to date with new network technology
• Design and automate regular reporting processes to efficiently track network health and system statuses
• Provide hands-on support to resolve issues when requested