IT Service Manager

Key responsibilities:

• Local management of all IT infrastructure coordination, managing the site support teams to facilitate incident resolution across all areas incl. End user support, Collaboration, Communication & Network through support partners as well as Regional & Global teams across all Russia and CIS sites to ensure a best-in-class service with no interruption of services during office hours.
• Identifies, defines, negotiates, coordinates and tightly monitors services being delivered by Managed Service Partners (MSPs) i. e. HCL.
• Represents the BTS IAI organization for Russia and CIS, communicating the technology strategy and developing implementation patterns that are aligned with global guidelines. Understands and contributes to the BTS IAI organization's vision, goals and strategies. Aligns department priorities appropriately, determines critical success factors, evaluates and pursues initiatives, investments and opportunities based on fit with strategies.
• The coordination and management all IT site support for the Onboarding and offboarding of employees/contract staff including the provision of hardware, software, telephony and mobility management, via the correct global departments to ensure continued service.
• Managing the inventory for all local IT equipment.
• Maintain governance for local IT purchasing requests (hardware, software, consumables), aligned with corporate and affiliate policies.
• Ensure all customers get regular scheduled upgrades to equipment as per the current Abbvie policy.
• As part of an ongoing continuous improvement activity, regularly review all local IT processes, tech solutions for efficiencies.
• Establish and manage working relationships with external partners/vendors whilst ensuring service levels and appropriate cover across sites.
• Vendor contract management and processing of invoices.
• Accountable for regular IT disposal activities including the coordination with finance and the usage of ethically approved global vendors.
• Management of all Video conferencing, telephony services, print services, meeting management, Room booking solutions and coordination for global IT security solutions.
• Guidance and signposting of supporting the self-serve principles where sensible.
• Act as an escalation to global or local IT issues to the BTS IT Director or global reporting line.
• Financial management of agreed local budgets for purchasing technology aligned with corporate policy

Qualifications & Competencies:

• Significant working knowledge within IT with hands-on experience that will include managing external resources, technology support, leading cross functional projects, business systems analysis / business process transformation and potentially software development and deployment.
• Minimum 2 years in a supervisor IT support role and overall, 5+ years’ experience in IT.
• Ability to work in a Global organisation, particularly matrix organisations with proven experience of working in multi-functional regional and global solutions teams. This will include all aspects of the software lifecycle; requirements gathering, through implementation and into on-going support.
• Focuses on end user and customer centricity.
• Passion for learning new tools.
• Able to work with minimal direct guidance.
• Fast adaptation to changing requirements.
• A powerful desire to find innovative solutions to complex problems and attention to detail.
• Strong problem-solving skills.
• Tenacity, Enthusiasm, and a Team-mindset.
• Effective cross-functional engagement skills.
• Strong oral and written communication skills.
• Experience in Biotech/Pharma industry preferred.
• Expert knowledge of ITIL disciplines.