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IT Infrastructure Service Manager (M/F)


27.06.2022 | Oeiras | Referência: 2044066


IT Infrastructure Service Manager (M/F)


Your new company

Ferring Pharmaceuticals is a research-driven, specialty biopharmaceutical group committed to helping people around the world build families and live better lives. Headquartered in Saint-Prex, Switzerland, Ferring is a leader in reproductive medicine and women’s health, and in specialty areas within gastroenterology and urology. Ferring has been developing treatments for mothers and babies for over 50 years and has a portfolio covering treatments from conception to birth. Founded in 1950, privately-owned Ferring now employs over 6,000 people worldwide, has its own operating subsidiaries in nearly 60 countries and markets its products in 110 countries.

Ferring TechOps IT Infrastructure is a newly established team (March 2022) with the overall responsibility to define, pilot, implement, and eventually operate a new greenfield industry best-practice TechOps IT infrastructure. The TechOps Infrastructure team is part of the Corporate Infrastructure & Security organization in Global IT, with team members primarily working out of the Global IT headquarter in Copenhagen, Denmark and out of Lisbon, Portugal. The team consists of highly skilled and experienced individuals who thrives in a team setting and wants to succeed around the same mission.

Your new role

In your role as an IT Infrastructure Service Manager, you will take up the key role and responsibilities to:

- Develop Service Level Agreements (SLAs) to establish Infrastructure performance and problem resolution expectations and timeframes with the Global Ferring sites.

- First designing and then managing robust ITSM processes and documentation for TechOps IT infrastructure, specifically configuration management, incident management, problem management and change management for the new IT Infrastructure Processes.

- Acting as the point of contact for P1s incidents on services (High priority) in TechOps IT infrastructure service operation.

- Acting as the point of contact for escalations in demand & change delivery in TechOps IT infrastructure service operation.

- Analyse data and drive a fact-based dialogue towards senior management in TechOps IT infrastructure service operation.

- Develop and manage transparent and clear reporting and follow up on SLAs in TechOps IT infrastructure service operation.

- Leading the service delivery from scoping and requirements through to execution.

- Managing and collaborating with stakeholders across the business internally but also towards vendors.

What you'll need to succeed

- University degree or equivalent in Information Systems.

- 5+ years relevant work experience as an IT Service Manager within the Infrastructure and Security domain.

- Experience in working with external IT-service providers and in vendor management.

- Excellent communication and negotiation skills and ability to work with people across different levels of the organization to build good working relations.

- Experience with ITSM tools (ServiceNow is a plus).

- IT service management certification (ITIL).

- Experience in industry regulations (GxP, 21 CFR Part 11) is an advantage.

- Solid IT and visualisation skills combined with analytical skills to analyse data and create and present easy to understand service reporting.

- Knowledge with Agile Scrum methodology or working within a Safe Framework.

- Experience working within regulated industries.

- Excellent organizational, coordination, interpersonal and communication skills and experience working in an international team across locations and time-zones.

- Fluency in English.

What you'll get in return

Do you want to be part of the team to shape and accelerate the transformation of Ferring’s TechOps IT infrastructure? Do you have a proven track record across IT Infrastructure, Security and/or Manufacturing? If yes, then you are the person we are looking for to join our newly established TechOps Infrastructure team. Our mission is to be part of rebuilding Ferring’s TechOps IT infrastructure for the future.

What you need to do

If you are interested in this opportunity, click on “Apply Now” to forward us your updated CV. In case this is not the opportunity you are looking for, contact us to talk about other career opportunities, always in a confidential mode.

I am a Recruitment Consultant at Hays Technology, specialized in recruiting for Project Management in Lisbon. I help professionals in this area develop their careers and ensure organisations are supported by the best talent.

At Hays Technology, we are shaping the future of recruitment. Platform migration, rollouts, systems integration, regulatory changes, data automation and optimisation are all happening simultaneously and fundamental to the way we work. We are surrounded by local and global projects and with markets in considerable change and in that sense we are in contact with the best professionals in this sector. If you are recruiting for your team or looking to take the next step in your Project Management career, talk to us today. We are Hays Technology.