Business Technology Partner for Global End User Services - Germany, Switzerland and UK in München bei MSD

We are seeking an experienced, energetic, forward-thinking leader to join Global End User Services (GEUS) team as Business Technology Partner (m/f/d) for Global End User Services, Germany, Switzerland and UK

The role encompasses providing staff leadership, stakeholder management, supplier and service management, new technology solutions delivery, end user computing support and supplementing core infrastructure support to the business.

The success candidate be responsible for the operational support excellence and innovation to drive continuous improvement. You play a critical role in enabling the delivery of high-quality products/services to end-users, understanding end users’ pain-points, funnelling feedback to global product teams, and driving innovation initiatives to improve end-user experience.

Your primary responsibilities:

• Deliver IT Support services that are cost effective and of high quality. Ensure that end user computing equipment is provided, maintained, and properly processed at the end of life, as per Product Strategies. Scope of IT infrastructure support includes laptop/desktop, mobile devices, networks, security, servers, and telephony throughout all business divisions.

• Manage services delivery of contracts supporting the end user computing space.

• Facilitate the product delivery and adoption according to the IT Product Model and collaboration on the delivery across all IT departments.

• Collaborate across the GEUS Product Lines to shift work left as necessary to reduce costs and provide better self-service to the end users of the technology products provided.

• Cooperate closely with divisional aligned IT teams and the business to deliver IT products, services, and capabilities to support the business needs.

• Execute on the IT strategy, priorities and service model for the infrastructure deployed, end user IT devices and products as well as back-office infrastructure locally implemented.

• Manage and forecast budget regarding the departmental operating expenses of IT support and infrastructure.

• Participate in global and regional IT projects, as well as ensuring all on-going maintenance, troubleshooting and enhancements are performed in a timely manner and according to company standards.

• Represent the organization on projects that are IT or business driven such as PC life cycle, mobile device upgrades, network, server, or telephony equipment maintenance as well as initiatives such as office moves and site consolidations and other initiatives from Business.

• Support Mergers, Acquisitions and divestiture activities including site setups and reorganizations. Aid in the establishment of IT services at new sites as a result of business growth.

• Ensure that standards, policies, procedures, and methodologies are applied to the development, implementation and operating processes, and that the company’s infrastructure environment is consistent with good business and computing practices. Prepare for and support accordingly IT or Business audits related to IT to ensure compliance.

People Management:

• Provide operational leadership to a team of leaders, specialists and technicians across multiple geographical locations.

• Responsible for all personnel management activities for the employees assigned to him/her, including hiring, performance management, career development, coaching, training, and termination, as needed.

• Create a culture of innovation, transformation, experimentation while maintaining a focus on the best customer experience, continuous improvement and cost efficiencies.

Your qualification and experience:

• Bachelors degree or equivalent with relevant experience in IT Service Management, Computer Science, Computer Engineering or equivalent experience

• 10 years of relevant IT experience and 3 years of leadership experience in a matrix and global environment

• Experienced and skilled in Stakeholder Management, Service Management and Supplier Management

• Understanding of end user computing support in a Managed Service environment

• Strong understanding of ITSM and ITIL frameworks and IT Network (protocols, technologies) knowledge preferred

• Strong experience with capital and expense planning and budget monitoring

• Excellent negotiation and presentation skills and as well as interpersonal skills at all levels, able to build trust and stakeholder relationships

• Experienced in working in a diverse and inclusive manner, across diverse cultures and regions

• Experienced leader able to embrace both tactical and strategic thinking