Director Regional Service Delivery Emea

vor 1 Tag

Geneve, Schweiz Alcon Vollzeit

The Director Regional Service Delivery EMEA position is one of the key regional functions within Alcon IT. With a combination of area knowledge, direction and technology skills, this position manages: 1) regional site / ISIA & End User Experience (EUX) relationships 2) all aspects of ISIA & EUX service delivery at sites in region 3) all IT resources physically located at the regional service centers. As leader of IT regional service center resources, this role requires solid technical aptitude across a multitude of IT disciplines. Acts as the single focal point of contact for any regional infrastructure services escalation (e.g. network, server operations, telephones, collaboration tools) and is directly accountable for regional IT response to ensure business continuity. This position is responsible for regional site integration of ISIA & EUX services. Collaborates and guides IT site management and resources. Drives regional consistencies in working practices and adherence to Alcon global policies and standards. Supports service operations processes (e.g. Incident Mgmt., Problem Mgmt., Change Mgmt., Configuration Mgmt., and Request Mgmt.) ensuring ISIA & EUX meet agreed upon service levels. Ability to work independently and autonomously in time zone required.
- Major Accountabilities:
- Acts as the primary point of contact for sites to understand global processes/standards and collect future demand for ISIA & EUX services in region-
- Supports timely resolution of ISIA & EUX incidents and ensures normal services are restored as quickly as possible and adverse impact on operations is minimized-
- Develops and enhances relationships with key stakeholders, acts as a trusted advisor and key point of contact actively managing expectations and monitoring satisfaction levels and service adoption-
- Drives collaboration with local site infrastructure organizations via coaching, training, and identification/exploitation of opportunities and synergies at a local level; ensures infrastructure standards, global policies, and guidelines are followed and drives standardization of non-standard local infrastructure services-
- Contributes to vendor reviews bringing in site perspectives-
- Supports the execution of local infrastructure projects and ensures hand-over into operational support-
- Collects customer requirements and feedback for the design and optimization of specific ISIA & EUX services-
- Manages IT resources in regional service center; requires broad IT experience and sound knowledge of technology and integration- Job Requirements- Education: Bachelors degree or equivalent4 years of experience working with infrastructure and/or end user experience-
- 4 years of people management-
- Outstanding communication and influencing skills-
- Proven ability to work effectively and collaboratively in a complex matrix organization-
- Proven experience managing issues and handling incidents in a fast paced, stressful environment-
- Demonstrated ability to drive process improvements and standardization-
- Proven experience delivering through both internal and external resources-
- Demonstrated management of competing priorities-
- Proven ability to build trust and drive the change agenda leveraging both the formal and the informal elements of the organization-
- Proven ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives-
- The ability to fluently read, write, understand and communicate in English; where applicable, local language capabilities preferred

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