Site Technology Lead - NL

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Date:Apr 4, 2024

Location: Hilversum, North Holland, NL, 1221JT

Company: IFF Family of Companies

Job Description

At IFF, the heart of our company is fueled by a sense of discovery, constantly asking “what if?” That passion for exploration drives us to co-create unique scents and tastes in fine fragrances and beauty, detergents, and household goods, as well as beloved foods and beverages.

We are looking for Site Technology Lead to join our Site Technology Servicing team. The primary location for this position is Hilversum, NL. However, there will be travel requirements to our other locations in the Netherlands (Leiden & Tilburg) approximately 40-50% of the time, and occasional travel to other sites in the Benelux region(5%).

As a member of the team, you will provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices within your sub regional remit. You will provide hands-on support and apply your local knowledge and language skills to support IT related issues as defined by the Service Catalog.

In this role, you will work closely together with the Regional IT Manager, the Global Service Desk, Desktop Support Services and Remote Desktop Support Team.

How you will contribute

• Customer Service and Incident Management (50%):

• Deliver exceptional customer service while handling Infrastructure and Application Incidents, Request for Changes, and Services dispatched for Site Tech.

• Maintain a delicate balance between providing excellent customer service and achieving operational excellence.

• Project Management (10%):

• Participate in or lead global, regional, or local pilot and roll-out projects initiated by the global IT organization.

• Team Supervision (10%):

• Supervise and coordinate day-to-day operational activities of the Benelux team.

• Hardware Procurement and Deployment (10%):

• Manage the procurement, inventory, and deployment of new endpoints.

• Ensure proper decommissioning of old hardware in alignment with corporate guidelines.

• Maintain the stock management levels working with the IT procurement team.

• Site Support and Information (10%):

• Assist the IT organization with site-related (client/end-user) information and activities, including projects, audits, IT contracts, and IT vendor management.

• Continuous Improvement and Innovation (5%): Provide advice and collaborate with IT Management to enhance:

• The working environment for Site Techs.

• The perception of services by IT and the business.

• The value delivered to the business (improving services for increased productivity).

• Automation and Technology Adaptation (5%):

• Identify and implement automation opportunities to enhance efficiency, quality, and productivity of business processes.

• Collaborate with colleagues and adapt to new technologies.

Key Performance Indicators

• Customer Satisfaction for the Incidents processed and resolved locally.

• Response Time to Client and Response Time to other Teams for tickets processed locally.

• SLA performance, by Priority, on those Incidents processed and resolved locally.

• Average resolution time: How long did it take to restore services, by Priority?

• Open Incidents / Backlog at the end of each calendar month.

• Workstation Compliancy: number of reported defects on the local workstation and devices.

• Number of Incidents processed and resolved locally which could not have been done remotely (“local” Incidents).

• Process adherence and data quality: adherence to all IT processes, guidelines, and scripts.

• Contribution to Continuous Improvement: contribution to improving IT processes and services.

• Stock Management: Maintaining stock levels vs actuals .

• Training and development: Tracking the training and development opportunities provided to the team to enhance their skills and knowledge.

Job Requirements

• You have work experience in a large international environment.

• You have IT support experience in a large-scale workstation, tablet, and smartphone environment with wireless and LAN technology, preferably in a multi-skilled helpdesk environment.

• We will rely on your understanding of IT support and service delivery processes, such as ITIL. 2

• You have exceptional customer service and communication skills, including good communication and negotiation skills, and strong English language skills, both verbal and written.

• We will rely on your experience in project management and team supervision, including participating in or leading global, regional, or local IT projects, and supervising and coordinating the day-to-day activities of a team.

• You have skills in stock management and deployment, including managing the procurement, inventory, and deployment of new endpoints, and ensuring proper decommissioning of old hardware in alignment with corporate guidelines

• Willingness to stretch and work slightly odd hours on a need basis

Preferred:

• Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (Windows 10 and 11, macOS), LAN, Remote VPN connectivity, cloud-based productivity suites (Microsoft 365, AWS), server technology, business applications systems (SAP, BW), mobile devices (iOS, Android), and cybersecurity best practices.

If you are interested in this opportunity, please submit your cover letter and resume/CV in English.

IFF is an Equal Opportunity Employer.

At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability. Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more.