Regional IT Infrastructure & Service Operations Lead

OVERVIEW

Perfetti Van Melle (makers of Mentos, Airheads, Dentyne, Trident and Bubblicious!) is one of the world's largest manufacturers and distributors of confectionery and chewing gum with global brands that are being enjoyed in more than 150 countries worldwide. We’re currently seeking a passionate and enthusiastic Regional IT Infra & Service Operations Lead to join our growing team. 

WHAT YOU WILL DO

The Regional Infra & Service Operations Lead is responsible for secure continued regional & local value realization through effective services and continuous improvement and service management on all regional & local IT solutions. This role is also responsible for managing and operating local IT infrastructure to ensure the ongoing availability of IT services and the technical consultancy on IT estate (servers, network, security). This role is responsible for the primary resolver group for incident resolution & related 3rd party solutions and management of 3rd party vendors on current applications. This role will also ensure availability and performance of the IT driven business functionality in the service domains by leading the team to analyze, resolve and prevent business requests to IT (information, incidents, problems, standard changes, etc.) or dispatch them to the proper IT domain. Service domains are Functional Application Management (FAM), Technical Application Management (TAM), Workplace & Network and Collaboration platforms (TIM). This role will support in the domain of new applications and technologies implemented by other IT Teams establishing the proper procedure and safeguarding acceptance support criteria. Additional responsibilities include:

• Organize and implement standardized support processes and guidelines in close cooperations and sync with other IT departments, BU's, OC's and with/amongst suppliers
• Propose, enable and implement continues support improvements with clear costs and benefits. 
• Collaborate with Global & regional IT Solution teams to enable new project and technology deliveries to IT Operations and enhance first line support process
• Provide agreed relevant reporting to manage and forecast the day-to-day operational support activities
• Monitor and provide timely forecast on system capacity and availability
• Manage and ensure system, IT components and other IT technical resources are monitored, optimalized, at sufficient capacity, forecasted and measured
• Manage and ensure all required licenses are up-to-date, monitored, budgeted, forecasted, timely purchased and optimalized in cost and usage.
• Manage operational supplier management and ensure quality of delivery is met according agreed KPI, SLA's, OLA's and Customer experience.
• Manage all compliance policies and guidelines are measurably adhered
• Provide guidance by leading and mentoring with clear, upfront agreed KPI’s and by providing frequent and specific feedback during performance reviews. 
• Develop and steer direct reports by providing professional support, i.e. training on the job, coaching and/or external training courses

WHAT WE NEED FROM YOU

• Bachelor’s Degree in a relevant field required. Master’s degree preferred. IT management certificates (project management, ITIL, COBIT) preferred
• ITILv3 foundation certification
• 10-15 years of relevant professional and management experience
• Proven track record in establishing and standardizing IT functional and/or technical support processes across locations, business and suppliers
• Experience with:
  • FAM: Release & Deploy, R&D regulatory processes
  • TAM: Proven track record in managing international Integration teams across locations
  • TIM: Proven track record in managing IT Infrastructure support teams across locations; and establishing and standardizing IT Infrastructure support (including end-user support) processes across locations, time zones, teams, departments, business and suppliers.
• Recent work experience within Agile environments 
• Proven track record in establishing and managing KPI, SLA and Customer Experience
• Ability with people management, team building,