Regional IT Manager, North America

Wella International Operations Switzerland•New York, NY

54d

About The Position

Wella is a leading hair and beauty products company that owns iconic brands like Clairol and OPI. To continue this exciting journey and deliver on our customer promise, we are looking for a hands-on, enthusiastic Retail Display Project Manager. As an IT team we have made a significant contribution to the continuing success of Wella Company, from separation to stabilization we have worked continuously to deliver stable and secure IT services across Wella & ghd. To enable Wella to reach our ambitious targets, we will transform the IT function by integrating and streamline into a single organization ONE WELLA IT, integrated and focused on standardizing processes and interactions with the various business areas, balancing our technology partnerships and simplifying the company's operations. Employee Experience and Workplace services team focusses on putting the employee at the center of the services we deliver, equipping them with the appropriate tools and collaboration capability. Some of the services that we cover are Modern Workplace, Collaboration Technology, End User Computing, Service Desk, Local IT Site Support, C-Suite VIP Support, Mobiles & Telephony, Printing etc… The ideal candidate will lead our IT Service Delivery across all North America & Canada sites enabling the organization to achieve their business goals. We are looking for someone for this critical role who excels at customer service, technical acumen, project management skills, attention to detail & excellent executive level stakeholder management.

Requirements

Strong Customer service skills working with users who may not be digitally aware
Experience working in a day-to-day basis with C-Suite and their Executive Assistants on technical support matters directly in person as well as remotely.
Organised when it comes to managing and prioritising technical activities
Effective communication skills with end users when global messages need to be cascaded locally to the region & sites.
Deep understanding of Microsoft Office 365 Suite
Previous working experience in IT management for 5-10 years
Remotely managing teams of 5 or more staff in technical support roles.
Degree in Computer Science or Management Information Systems
Previous experience in supporting and troubleshooting Lenova / Dell hardware, Macbooks, iPhone and iPads required.
In depth knowledge of Windows, Mac OS, Microsoft Office 365, AD, and other desktop related technologies.
ITSM tools (ServiceNow or similar)
Ability to problem solve and make design decisions based on analytics.
Experience working in a team that is part of a larger global IT organization with peers located across multiple time-zones who you need to collaborate with on a daily basis
Working with outsourced service providers to delivery end user support services smoothly and seamlessly.

Nice To Haves

Strong troubleshooting and critical thinking skills
Willingness to learn, observe and take direction
Strategic thinking and strong follow through and project management skills
Proactive approach - take initiative to do what's needed for the business.
Ability to collaborate effectively with cross-functional teams with a customer-focused mindset

Responsibilities

IT Service Delivery Single Point of Contact across 3 US & Canada offices as well as a number of smaller consumer facing Wella Studios
Single point of contact for C-Suite Executive team support based in NY Head Office
Management of NA IT budget and 3 resources
Resolve IT service incidents & requests in a timely manner
Provide technical assistance across NA Region for all services covered within Workplace Services, namely:
Modern Workplace
Collaboration Technology
End User Computing
Service Desk
Local IT Site Support Hands & Eyes (VC Rooms, Wifi/Networking, Comms Rooms….)
C-Suite VIP Support
Mobiles & Telephony
Printing
Installing and configuring computer hardware, software, systems, networks, printers, and scanners
Running IT project "last mile" project activity as a local presence and extension of the wider Global IT team (e.g. Hardware refresh, Office renovation / moves.