IT Manager - Client Services EMEA

Build the future of data. Join the Snowflake team.

We are thrilled to extend to you the opportunity to lead our IT Client Services team as the IT Manager for our EMEA region, based out of our Warsaw office. Our objective is to provide Snowflake employees and partners with exceptional experiences, and with your expertise, we can enhance our IT Service Management to achieve this goal. As Manager, you will develop a strategy that not only provides outstanding support to Snowflake employees but also boosts productivity and reduces costs. You will oversee a team of IT operations support members across multiple locations in EMEA and collaborate closely with other operational teams worldwide. As we continue to expand rapidly, we are seeking someone with exceptional organizational skills, a strong focus on execution, and self-motivation. If you are passionate about problem-solving and seeing projects through to successful completion, this position is perfect for you. Our team is characterized by positivity and optimism, and we would be thrilled to have you join us. This is an onsite position, and we are excited to welcome you to our London office.

RESPONSIBILITIES:

• Create a collaborative and supportive environment for the support team, serving as a leader not only by mentorship but also by rolling up your sleeves and supporting the team as necessary.

• Coach, mentor, and lead a team of support personnel to foster a performance-based team that delivers high customer value and satisfaction.

• Manage IT communication and training activities for Snowflake employees, internal IT staff, and outsource partners.

• Identify, recommend, develop, and implement end-user training programs.

• Collaborate with business partners to ensure smooth IT onboarding and offboarding of Snowflake employees.

• Develop and manage the team to meet and exceed established incident resolution, service request fulfillment expectations, and timeframes internally and for the Managed Service Provider (MSP) providing L1 Support.

• Work with business owners and IT staff to analyze and resolve problems associated with technical issues, and recommend solutions for new needs.

• Work with software and hardware vendors for support when necessary to resolve complex problems.

• Evangelize the value of IT to the business by developing relationships with key stakeholders, providing management with key metrics, and increasing user adoption of technology.

• Collaborate with local business leaders and IT management to align with Snowflake objectives around IT-recommended business solutions for their issues.

• Manage all IT escalations and enhance the user experience for EMEA locations with a positive global impact.

• Frequent syncs with the global leadership team outside of normal local hours.

REQUIREMENTS:

• Minimum of 5 years experience in IT Client Services management field

• Should have relevant experience supporting heavy macOS users based on SAAS applications such as Google Workspace, and Zoom behind OKTA

• Bachelor's degree in business, computer science, or engineering, or equivalent work experience

• Strong subject matter expertise and experience with IT Service Management tools, such as ServiceNow

• Demonstrated ability to manage and prioritize multiple problems and issues, with excellent organizational skills, a teamwork approach to work, and the ability to collaborate with peers to solve problems

• Excellent team management, coaching, and mentoring skills

• Experience leading a team of IT professionals in a service desk, client services environment, or other IT support function

• Excellent oral and written communication skills, with strong interpersonal skills

• Highly organized with strong project management skills; PMP certification is a plus

• Ability to identify, recruit, and retain high-performing staff

• Ability to effectively deal with assignments that require strategic thinking

• Experience with collaborating with various vendors

• ITIL certification and ServiceNow experience is highly desirable

• Availability to travel to national and international locations as needed to support sites within Europe - please note that this role is based out of our London office