Local IT Team Leader

We are a leading development and production partner for industrial components (e.g. sealing and sensors, etc.) for over 100 years, with headquarter in Zurich, Switzerland. As a globally active product and materials specialist, we are serving customers - particularly in Europe, the USA, and Asia. We develop and manufacture customized and innovative product solutions together with our customers.The Group relies on the Group Digital Services organization to support its global operation and growth.

The Local IT Team lead Vietnam is responsible that the local team provide shared, reliable & secured digital services to the Group globally based on the team member’s job profiles and team-assignement. The role acts disciplinary supervisor of the local team members, ensuring daily operations and teamwork, whereas functional supervision is with the global leader roles, namely “Leader Global IT Service Desk”, “Service Operations Manager – IT System Engineering” and “Head of Digital Business Consulting”.

TASK & DUTIES

Strategy

• Support the global execution of the Group Digital Services’ strategy.

• Identify necessary adjustments to the IT landscape to support the business operations and strategy, and coordinate implementation with global Group Digital Services teams, local resources and providers.

Digital Operations

• Provide shared, reliable and secured digital services globally within the Vietnam time zone (additional shifts when required).

• Ensure adherence to the Group Digital Services standards, policies and guidelines.

• Develop and maintain knowledge and documentation about the IT services in scope, the business processes and skills necessary.

• Deliver SLA achievement and great user satisfaction.

• Own the local IT financials.

Team leadership

• Lead the local IT team.

• Coordinate IT resources and orchestrate the workload in the local IT team by prioritizing and managing local incidents, service requests, changes, etc.

• Lead the recruiting of new team members as requested by CIO, Head of Digital Operations or Head of Digital Business Consulting.

Supplier Management

• Build a long-term relationship with any key local supplier and support the relationships with the global suppliers.

RESPONSIBILITIES / ACCOUNTABILITIES

• Accountable for providing shared, reliable and secured digital services globally.

• Responsible for the local GDS team.

• Own contracts with local IT suppliers.

• Responsible for local IT budget and accountable for actual spent.

• Contribute to seamless operations of global IT services and components (infrastructure, connectivity, applications, supplier) and understanding how they support the business processes.

• Timely resolution of incidents and fulfilment of requests according to SLA.

• Build a strong, functioning support organization.

• Strengthen relationship with the business.

• Deliver on promises, projects & priorities.

• Operate in a matrix organization.

• Balance local needs with global policies.

• Part of Group Digital Services > Digital Operations team, reporting to Head of Digital Operations.

• Contact for global users looking for IT support.

• Work with 1st / 2nd level support and specific 3rd party suppliers.

• Bachelor’s Degree in a relevant technical field or a High School diploma with 5+ years of related technical experience

• First experience in managing a small team

• Good Customer Service skills

• Excellent communication skills (written and verbally)

• Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment

• Literacy in network, servers, workplace management and cybersecurity.

• Configuration/ Administration of IaaS platform and LAN/WiFI and WAN infrastructure

• Proficient with O365 applications

• Comfortable with multitasking and working under pressure; Time Management

• Adherence to SLAs for response & resolution time

• Ticketing System skills (ServiceNow, Jira-SM, USU Remedy, etc.)

• ITIL certified

• Systems Analysis and troubleshooting skills

• Team management

• Language:

o English (B2): Must

o Local language: Must

o German: Advantage

o Chinese: Advantage

o Any other languages: Welcome

Please note that we can only consider applications in Englishforthis position.