IT Site Services team is committed to improving end user productivity by bringing IT-related downtime to a minimum, removing performance bottlenecks in infrastructure, and training the end users on IT tools and best practices.
In this role you provide quality site services and contribute to transforming and continuously improving Syngenta’s IT infrastructure :
Main liaison for relevant IT Services stakeholders (internal) in the area of responsibility
Implement and drive local supplier management : Negotiate commercials and SLAs with local vendors for new (or changes to existing) locally provided IT Services.
SoW negotiation and sign-off.
Ensure that IT services providers understand and work with the customer at the focus, in alignment with our mission, spirit and core values, according to defined service framework, process standards and SLA (readiness, capability and willingness)
Single point of escalation for the clients and a single point of contact in the area for global IT
Perform regular service review meetings with relevant stakeholders (internal / external)
Incident and problem management
Liaise with supplier managers to plan and manage outsourced teams and service volumes
IT Services budget management
Manage local IT Services projects and participate in regional / global projects. Support projects for handing over to steady state to ensure successful sustainable service support.
Participate in a global IT infrastructure squad : lead relevant IT changes / projects, be a point of contact and a go-to person for all IT SSMs in EAME.
Monitor, analyze, review the quality of IS Services delivered in the area of responsibility by residual local vendors.
Manage deviation from agreed SLAs (service level agreements) directly with the local vendors.
Manage hardware and software license inventory held in the area of responsibility
Manage renewal of hardware and software in accordance with global guidance and local renewal policies
Accountable for IT process and IT policies compliance
Manage local Information Security, supported by the global team
Manage IT Services communications to end users
You will be the face of IT on site, help colleagues navigate IT, and provide broad IT infrastructure expertise to local teams
You will be a member of a global infrastructure guild and enjoy exciting opportunities to grow professionally and continuously learn in-demand skills e.
g. network & collaboration technology or end user computing.
Business Impact : 3-5% productivity improvement target annually, 0-1 breakthrough initiative
People : 0
Geographic Scope : business unit
Budget : typically, USD 0.5M
Complexity : Single business unit and multiple functional interfaces e. g. finance, procurement
Experience required :
Operational knowledge of IT service and / or technology delivery, quality management, operations and strategy development
Broad operational knowledge of Syngenta’s IT infrastructure
Deep understanding of a specific IT infrastructure domain such as networks or productivity tools
Awareness of current best practice in service / application management and experience in a delivery management / service management role
Understanding of IT procurement and contract law
Understanding of information security regulations including GDPR
Relevant academic degree and / or appropriate professional qualification
Experience to be gained
Build a high-quality IT infrastructure
Provide quality IT site services across organizational boundaries with internal and external teams
Continuously improve core IT services and infrastructure
Manage local vendors and desk side service teams
Understand challenges, manage and reduce complexity
Manage stakeholders and align towards common goal
Deliver IT infrastructure projects and services at scale