IT Team Lead (m/f/d)

Job description

MAIN PURPOSE

 

Reporting to the EMEA Field Services and Support Manager and representing the Group Technology department, the IT Proximity Team Leader is a member of the Field Services and Support (FSS, a department of Client Services and Support – CSS) team. The role is accountable for ensuring effective support across the FSS perimeter, especially for cases assigned to the Business service under his scope of responsibility and that require either remote or physical presence to be resolved. Additionally, you will assist in the continuous enhancement of the FSS support organization at a regional level in alignment with Group Technology and the business objectives of the organization. The ultimate aim being to deliver a high quality, truly value-added service to the business users, actively engaging these users in the technology available to them. In this context, the IT Proximity Team Leader works closely with his regional peers, Group Technology support teams and interacts with end-users in a complex international environment.

 

KEY RESPONSIBILITIES

 

People Management

Manages the team under his geographical perimeter

• Recruit, coach, set objectives and appraise

• Define and maintain an evolution plan for his team

• Maintain continuous relation with the Local HR department

• Organize the shifts in order to ensure the required coverage

 

Finance Management

Participate to the budget elaboration as well as the quarterly review

• Prepare the inputs about the hardware / maintenance under his scope

• Propose any necessary changes/amendments to the budget

 

Project Management

Participate to the project / activities roadmap and the 3 year plan elaboration

• Capture proactively the activities from the relevant entities / Group Technology

• Book the relevant resources in order to participate to the delivery

• Follow and promote the Group Technology project management methodology

 

Service Management

Monitor and report about the delivery and support of the Business services

• Detect and report proactively about any pattern or malfunction

• Produce/share the KPI and maintain acceptable evolution trends

• Promotes best practices and ensure "operational excellence"

• Follow (or seek for evolution) and promote the Group Technology standards

 

 

SKILLS

 

Technical skills

· 
·  Intermediate knowledge of Windows OS, MacOS, Android and Mobile iOS
·  Strong knowledge of Microsoft O365, in particular  MS Office and collaboration tools (Teams, SharePoint, OneDrive)
·  Basic knowledge of Device MDM (AirWatch, Intune)
·  Basic knowledge of Active Directory and Identity & Management tools (Saviynt is a plus)
·  Basic knowledge of Networking (mainly Cisco) and voice solutions (mainly Cisco based)
·  Experience in Retail is a plus

Project Management

· 
·  You are organized and autonomous and have demonstrate solid communication and analytical skills, proactivity, and team spirit.
·  You are client oriented and open-minded
·  Agile Methodology is a plus

Service Management

· 
·  Detailed knowledge of Service Now or any other tool for incident, problem, change and asset management
·  Deep knowledge of ITIL processes especially incident, change, problem, asset management (ITIL Foundation certification is a plus)

Soft skills

· 
·  People Management (small teams below 10 people)
·  Good communication both oral & written
·  Problem Solving
·  Active Listening

Languages

· 
·  German  – mother tongue or equivalent (C1-C2)
·  English – fluent (C1-C2)

Experience

· 
·  Experience in a similar position is required

WHAT MAKES OUR GROUP DIFFERENT?

· 
·  Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.
·  We value freedom, collegiality, loyalty, and solidarity.
·  We foster empathy, curiosity, courage, humility, and integrity.
·  We care for the world we live in.