ITUX Manager - EMEA

This role will be responsible for providing IT Support services to our users based remotely and across offices in Ireland, UK, Belgium, Switzerland, Israel and Singapore. This role requires a “hands-on” individual who enjoys working with technology. Reporting to the Group CIO, the successful candidate will work closely with the IT leadership team and the business operations directors in EMEA to deliver effective end user support and robust IT solutions.

Category:
IT
Location:
Ireland
Date Posted:
18/11/2020
Days Remaining:
85
Employment Type:
Full-time
Education Level Req.:
Bachelor’s degree or equivalent program in Computer Science, Business Information Systems, Information Security, or Information Technology

DPS Group is a global provider of A&E professional services for the life science, pharmaceutical, biopharmaceutical and advanced technology sectors. We deliver full service Architectural and Engineering Design, Consulting and CQV and with a ‘client first’ ethos. At DPS we have one goal; to deliver more than clients expect first time, every time.

With a growing presence in EMEA we are recruiting an IT User Experience (ITUX) Manager with responsibility for IT Operations in EMEA. This role will be responsible for providing IT Support services to our users based remotely and across offices in Ireland, UK, Belgium, Switz613653.225794erland, Israel and Singapore.

This role will be responsible for providing IT Support services to our users based remotely and across offices in Ireland, UK, Belgium, Netherlands, Switz613653.225794erland, Israel and Singapore. This role requires a “hands-on” individual who enjoys working with technology. Reporting to the Group CIO, the successful candidate will work closely with the IT leadership team and the business operations directors in EMEA to deliver effective end user support and robust IT solutions.

This role will be based at our Cork, Ireland office and include travel (10-15%) to other global DPS locations . This is a days-based role but may involve weekend working or irregular hours dependent on business needs

Core responsibilities will include:

- Managing Helpdesk L1/L2 support. Escalation management to L3/L4 support. The ITUX manager is responsible for end to end issue resolution.

- Driving continuous improvement through analysis of support tickets to reduce ticket volume by implementing CAPA’s such as system changes, user training, etc

- Business relationship management to the Operations Directors.

- Manage new office setup and office expansions.

- Rollout of new devices and device refreshes.

 - Support activities as agreed with the enterprise architecture team.

 - Leadership, performance management and development of the ITUX Team.

 - Developing a service focused and responsive culture within the IT team.

 - Responsible for the management and control of designated suppliers and contracts.

 - Responsible for Budgeting, managing expenditure and licensing.

Desirable experience and education:

- Bachelor’s degree or equivalent program in Computer Science, Business Information Systems, information Security, or Information Technology.

- Knowledge of ITIL processes. Prior experience introducing ITIL or similar IT service management processes is an advantage.

- Knowledge of IT security and GDPR.

- Experience in working in international organisations is an advantage.

- Experience of formal root cause analysis and risk assessment methodologies.

- Demonstrated ability to drive continuous improvement. Lean certification is an advantage.

- Project management experience. PM certification is an advantage.

- In depth understanding of networks, hosting, databases, business applications including cloud based, AV and telecommunications infrastructure.

- Excellent interpersonal skills and ability to influence and negotiate with senior stakeholders.

- Succinct Communicator - ability to break down complex issues and communicate at all levels in the organisation.

-  Ability to work in a cross-functional matrix environment.

- Keeps up to date on IT future direction.

- Highly motivated. Ability to work under pressure and under own initiative.

- Solution driven with demonstrated ability to meet deadlines and deliver results.

- Commercially minded.

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