Head of IT Operations Lausanne Your job: The Head of IT Operations is responsible for deploying and ensuring the continuous enhancement of IT services / products and on-going maintenance of IT systems covering hardware, software, networks, and website in support of business needs. Furthermore, the Head of IT Operations is required to collaborate with the;
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Head of Enterprise Architecture in the provisioning of the required innovative IT services that guarantee of the lowest Total Cost of Ownership (TCO) while ensuring scalability, reliability and security. Head of IT Development in ensuring that applications are smoothly transitions from development to production and to ensure that all bugs / incidents are reported and solutions are deployed without delay and interruption to business. Head of IT PMO to ensure that resources are allocated and project implementation support is provided where needed. Head of Governance and Security, to ensure that policies and procedures exist for IT Operations and all security risks / observations are addressed. Other IT department heads to ensuring that cost and benefit analysis of all IT services are to be deployed to ensure that the services deployed are still meeting the objectives and delivering value.
The Head of IT Operations is responsible for the definition, implementation, monitoring and control of Service Level Agreements with any external suppliers and internal customers as applicable, while providing technical assistance and support to all users and also responsible for the creation, documentation and implementation of a service management framework to pro-actively support the business. Resposibilities: You will be responsible for managing the IT landscape incl. networks, systems administration, websites, servers, email services, databases, IT security devices, hardware/software and communications infrastructure of the company, IT helpdesk, budgets and software licenses. This position will requires experience not only in management but also extensive hands on experience, and you will be leading a small IT team; therefore candidates will need to prove their suitability and qualifications. Service Desk & Service Management:
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Will be expected to manage and monitor the service desk 24/7 throughout the year and must be available for off-hour support when necessary to deliver on the agreed upon SLA incl. assignments and escalations of unresolved incidents in line with the agreed incident management procedures. Outside normal working hours call-in other experts to support incident resolution. Ensure that SLA breaches are addressed and reported to the IT management team and escalated appropriately. Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity. Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management. Perform end-user and client satisfaction surveys (transactional and periodic), and develop action plans in conjunction with the IT Management Team to address areas needing improvement. Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user and client downtime. Leverage ITSM best practices and process frameworks such as the ITIL.
Infrastructure Support Services:
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Maintain and manage a highly available infrastructure to minimize downtime and provide 99.99% availability of service, In collaboration with the Head of IT Governance and Security perform the maintenance of proper DRP practices at a technological level to meet with those targets. In collaboration with the Head of Enterprise Architecture, perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
Application Support
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Ensure that all new clients are on–boarded efficiently and without delays, as well as ensuring that existing clients are supported. Ensure that all applications are supported, monitored and highly available thereby minimizing downtime. Conceptual knowledge of the software development life cycle (SDLC) and source control management to ensure that applications are transitioned into production effectively. In collaboration with the Head of Enterprise Architecture and the Head of IT Development, perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
Management Skills
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Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded. Stay abreast of trends in IT infrastructure and support operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services. Preparing and managing of the IT Operational budgets incl. presenting to CIO the cost vs. run-rate and preparing quarterly forecasts for your department.
Your profile:
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Bachelor's or master's degree in computer science, information systems, business administration, or other related field or equivalent work experience Strong hands-on IT Infrastructure Library (ITIL) knowledge and current ITIL certification required and minimum of 5 years ITIL experience. MCSE, Cisco Certification and/or PM Certification a plus. The ideal candidate will have experience working in a regulated environment preferably the Forex and/or banking industry with knowledge of various asset classes, major business processes and key performance indicators. The ideal candidate must have experience in implementing problem resolution techniques and must be able to coach its people in developing a customer oriented culture and creative problem solving technique to reach resolution in a consistent and timely manner. The ideal candidate should be self-motivated and result-oriented with a technical aptitude; strong analytical and problem solving skills with attention to details; team player with excellent verbal and written communications skills; excellent organizational skills and discipline are required. Broad understanding of the current and emerging technology trends and developments, architecture platforms and solutions that support the business The ideal candidate should have a strong working knowledge of IT governance policies and practices, project management methodologies in order to effectively collaborate with the other IT department heads. Proven ability to build and manage relationships at all levels in a matrix and multi-cultured environment, as well as an ability to communicate effectively with various levels of staff and capable of fostering relationships with end users and clients and must become the champion of end-user and client satisfaction. Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment In-depth knowledge of IT end-to-end change management, encompassing project management, application development and operational procedures. English fluent spoken and written. Swiss citizen or holder of a valid work permit or an EU passport.
Minimum required :
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Do you have minimum 3 years IT management experience? Do you have experience in infrastructure and support? Do you have experience from a bank or financial institution?
Please contact : Marc Churin, Consultant marc.churin@vonrohr.net