IT Global Services Unit Lead & Manager Servicedesk - Lisbon

Location: Portugal - Amadora

Function: Information Technology

Company: Vifor Pharma

Georgia Izzat

International Talent Acquisition Specialist

+41 58 851 83 78

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About You

To support our newly created IT team in Portugal and lead our Service Desk, we are seeking an IT Global Services Unit Lead & Manager Servicedesk. Reporting directly to the Head of IT Support, with a dotted line to the IT Leadership Team, both located in the HQ in Glattbrugg / Switzerland, you will be responsible to lead and coordinate the IT global services unit and in parallel lead and coordinate the Service Desk Team. In this position, your tasks and responsibilities will include, but not be limited to, the following:

Global Servicedesk

  • Implementation of IT Sourcing Strategy
  • Act as escalation point for all requests an incidents
  • On demand hands-on work within service desk team, including on demand
  • 1st and 2nd level support execution and 3rd level support coordination; escalation when needed
  • Active Improvement of Service Desk for Request fulfillment and Incident Management
  • Control and Escalation of SLAs, when needed
  • Provide data and reporting of KPI’s and trends to IT department and others ad-hoc, weekly, monthly and as needed
  • Establish best practices through the entire technical support process
  • Drive ticket deep dive and develop strategies for improvement
  • Propose solutions to improve end-user productivity and satisfaction; develop and improvement customer IT Service Desk support
  • Review survey feedback to improve services, tools and support experience
  • Work to make Service Desk as the single source of truth and service delivery channel for IT

IT Global Services Unit Lead

  • Collaborate with and support the IT leaders in strategic and operational matters
  • Identify and communicate risks; propose and implement appropriate actions
  • Engage with stakeholders to understand business requirements
  • Oversee solutions repository and ensure top quality solutions are available to the staff
  • Lead IT global services unit, including career development, training, recruitment of new employees
  • Train, coach and mentor IT global services unit and global Service Desk

The ideal candidate is bringing a Bachelor’s degree in computer science, or equivalent work experience, along with following skills and experience:

  • Minimum of 8 years of experience working in an IT Service Desk position
  • Minimum of 4 years of experience in a team lead position
  • Proven ability to communicate both up and down in an organisation.
  • A very good background of technical skills (Windows, Active Directory, Internet, Network, etc.)
  • ITIL Service Operations certification
  • English both orally and in writing, additional language skills in German and/or French are a plus
  • Experience in the pharmaceutical industry, including Computer system Validation (CSV) is preferred
  • Microsoft certifications preferred

You have effective planning and coordination skills and work in a structured way, whilst maintaining flexibility in times of change. You have strong communication skills, both written and verbal, and take a proactive approach to communicating within IT and business departments. You take a service and customer oriented approach, work effectively across all levels of the organisation with the ability to maintain a high level of confidentially. You are able to work independently and take decision where necessary, whilst also being an excellent team player, working effectively in cross-functional and regional teams. You are able to maintain strong attention to detail in high-pressure situations. You lead by example and actively demonstrate the Vifor Pharma values.

About Us

Vifor Pharma Group, formerly Galenica Group, is a global specialty pharmaceuticals company that researches, develops, produces and markets its own pharmaceutical products and is the partner of choice for innovative, patient-focused solutions. The company’s goal is to be a global leader in iron deficiency, nephrology and cardio-renal therapies and strives to help patients around the world with severe and chronic diseases to lead better, healthier lives. Vifor Pharma Group has production sites in Switzerland and Portugal as well as a dynamic network of affiliates and partners offering broad market coverage all over the world. The company has an ever-growing global presence while at the same time remaining firmly rooted in its home market, Switzerland.

Vifor Pharma Group consists of Vifor Pharma; Vifor Fresenius Medical Care Renal Pharma, its joint company with Fresenius Medical Care; Relypsa; and OM Pharma.

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