Technology Services Manager

With more than 25 brands, Estée Lauder Companies is the global leader in prestige beauty, recognized for its skincare, make-up, fragrances, and hair care products. Estee Lauder Companies Switzerland is our main Supply Chain Hub for our Global Travel Retail Worldwide and EMEA Regional offices offering many opportunities across multiple functions to grow your career and become part of our amazing Supply Chain teams. Due to our continued growth, we are now hiring a Technology Services Manager for our IT team based in Galgenen, Switzerland, covering other sites in Brunegg, Lachen, Wohlen and Wollerau as well. Job Description: The Technology Services Manager (TSM) will support the Regional Technology Lead (TL) in understanding the business challenges providing solution strategy, implementation support and resources required to deliver solutions in line with the IT Operating Model. The role will ensure effective local service management and adherence to service level agreements providing coordination, escalation, and support to Regional and Global IT Function leads in order to plan, implement and deliver high-touch IT services and project deliveries. Your main responsibilities include: Supporting the Regional team leader in partnering with the business, executing the IT strategy as well as the regional business strategy, and provide oversight and leadership within the local entities Guiding IT project teams in local relevance and dealing with concerns raised by the business. Identify the barriers and potential risks and possible unintended consequences of a technology change to local businesses. Project delivery assurance enabling fluid and cross-functional communication, assists in determining resources for a project and ensure that services being brought into the environment have proper support model. Assist site readiness and communication prior to implementing any global/regional projects Working with the technical teams to understand the impact of planned outages on the end-user community, coordinate and communicate outage windows and facilitate end-user testing after changes are made to ensure there is no degradation in services Reviewing customer surveys related to all service desk incidents and service requests, provide feedback to the customer to provide a transparent service. Gain direct feedback from business colleagues on service offering Reviewing and monitoring service level reports for internal and external delivery. Assists in the development of summary decks (by reviewing raw data) for cluster TL presentations at the regional level Being accountable for successful resolution and escalation of major incidents and providing local feedback via Daily Production Call. Also acts as the focal and first escalation point for global/regional IT & support ecosystems. (This may involve support outside of regular office hours, as our business is up to 24x6 in some locations) Representing IT in the Location’s Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP). The TSM is part of the Location Crisis Management Team to ensure the relevance of the IT elements of the plan BCP/DRP Assist in developing site budgets & monitor spending against the budget. Qualifications We are looking for someone who brings: Degree/Qualification in IT or a closely related field Minimum 8 years of related experience in IT operations in an international company Continuous Improvement experience in a highly matrixed environment, with experience with outsourced vendors Ability to think strategically and creatively and communicate effectively in a fast-moving, rapidly growing area Ability to understand business concepts and relate them to the IT organization and vice versa Superior interpersonal skills & ability to communicate comfortably with all levels of site management General working knowledge of IT concepts and services (networks, storage and compute, desk top support, unified messaging, office automation and email) Expertise in concepts and operation of enterprise level service delivery (minimum ITIL Foundation Certificate) Fluent in English at a Business level, other languages such as German would be an advantage Is this position relevant and interesting for you? Then apply online now! Job: Information Technology Primary Location: CH-Lachen Job Type: Standard Schedule: Full-time Shift: 1st (Day) Shift Job Number: 2210917