Global End User and Site Services Lead

Global End User and Site Services Lead

Arxada is a pioneering leader with a powerful legacy: Over 120 years of creating specialty chemicals and solutions that potentiate the performance of our customers and their products. Our solutions, our expertise and our support help them to perform better - to be more efficient, more effective and more sustainable. We are passionate about empowering high performance and enabling our employees, partners and customers to realize their full potential. Together we make daily life safer, cleaner, healthier and greener. If you like making a difference, we are the company for you

Arxada is looking for a Global End User and Site Services Lead located in Basel, Switzerland.

As Global End User and Site Services Lead you ensure adequate, reliable and consistent End Users and Site Services are delivered to the regions. You act as Single Point of Contact (SPOC) between regional site IT leads and managed service providers for any Site Services and End Users related matters (Cloud services, accessibility, end-user client management and support). As a member of the Global IT Team you support regional site IT leads with Sites Service delivery, critical incident management as well as demand and project management.

Key responsibilities:

- Act as SPOC between regional site IT leads and managed service providers for any IT Site Services and End Users related matters (local data center, Cloud services, accessibility, end-user client management, support)
- Manage End Users and IT infrastructure service providers with regards to the scope of services delivered to sites and regions by ensuring the IT service SLAs are met
- Review adherence to SLA by MSP delivery teams (systems availability, delivery of support) and provide visibility to the leadership team on SLA performance, gaps and remediation actions taken
- Accountable for escalation of critical incidents regarding Sites Services and End Users by ensuring the CIM/Outage process is followed and responsible persons execute their tasks as part of the CIM/Outage process (online outage resolution SWAT call is set up, required stakeholders are informed on the situation and resolution progress)
- Accountable for Global Sites and End Users problem management by triggering the problem management process upon resolution of P1 & P2 incidents, ensuring the problems are proactively raised before incidents occur as well as monitoring and reporting the problem management status at sites
- Ensure root causes are investigated, communicated and fixed with corrective and preventative actions
- Control Global End User and IT infrastructure services delivery by providing a regular report on the KPI status related to the ITIL process, controlling SLAs from IT service providers as well as driving process excellence and continuous improvement
- Control compliance with IT security standards and adherence to global and regional site IT controls by controlling and reporting the status of site IT controls, ensuring the remediation tasks are completed at the agreed date as well as coordinating and ensuring the execution of recurring testing procedures (testing of Disaster Recovery Plan)
- Manage global sites demand and project portfolio management by capturing the demand from sites regarding IT/OT projects and change requests, planning, prioritizing and coordinating those activities for delivery with manage service providers and sites infrastructure lead according to establish governance and processes
- Actively drive and manage change
- Manage senior stakeholder management while working effectively with all levels throughout the organization
- Work in a follow-the-sun model with regional IT sites leads and act as deputy for Global Head of Infrastructure
- Perform other duties as assigned
- International travel activities up to 25%

Key requirements:

- Strong customer and service orientation
- Strong presentation skills
- Ability to prioritize and quickly resolve issues
- Experience with MSP regarding KPIs, timelines, reports
- Excellent verbal communication skills to handle stakeholders and explain escalated situations
- Completed studies in business administration, (business) informatics or comparable qualifications
- Process understanding to be able to adjust them and meet the requirements of the regions
- Excellent analytical and problem solving skills to identify and resolve problems and drive solutions
- Effective prioritization and project management skills
- Ability to anticipate risks and devise solutions in the moment
- Strong team leadership skills
- Working knowledge in IT infrastructure, IT architecture, IT security, ITIL and IT governance
- System understanding and technical knowledge
- Strong change orientation and positive understanding of change in the business world
- Professional communication and writing skills in English