IT Operations Manager

Are you a Lead Infrastructure Operations professional with 10+ years of IT experience and expertise in end-user support and service delivery? Apply now for a full-time opportunity with a biotechnology client in Zurich/Ghent. This role involves managing infrastructure operations and support across Europe with occasional travel. Requirements: 10+ years of extensive IT technical experience in Operations, IT Service Desk, and end-user support Proven experience organising user support models for biotechnology laboratories Understanding of the industry landscape and global regulatory requirements including GxP, HIPAA, and GDPR Proficient knowledge of IT best practices, policies, and regulations Proven leadership and management skills with ability to direct and oversee the work of others Strong organisational skills and attention to detail Excellent time management skills with proven ability to meet deadlines Ability to function well in a high-paced and at times stressful environment In-depth understanding of computer science, cybersecurity principles, client/server and cloud-based technologies, and network architecture Experience partnering with Managed Service Providers (MSPs) for support services Experience managing and coordinating onsite support teams Knowledge of ITSM best practices to run efficient and effective support processes and services Experience with asset and software management processes and IT inventory accuracy High analytical capability with history of leveraging data and analytical techniques to optimise business decisions Willingness to be strategic and hands-on as required Strong communication skills with ability to communicate technical concepts to end users Experience providing end-user training Ability to work in a dynamic and geographically dispersed environment Availability to occasionally join meetings outside standard core business hours to connect with non-EU based team members Languages: English (fluent), Dutch (fluent or advanced) Job Description: Partner with Managed Service Providers (MSPs) in charge of support services for the Ghent and Europe offices, including processes and tools Work closely with the global BIS team and cross-functional stakeholders to ensure adapted operations and support model is designed, in place, and updated for infrastructure systems and components serving BIS applications Work closely with other department pillars to assess the growth needs and maintenance of the company's network Ensure that Operations & Support process documentation is maintained and accurately managed by MSPs Manage and coordinate offices and laboratories onsite support teams Provide excellent BIS services to Ghent and Europe end-user community Communicate with end users on new technology enhancements, issues, and changes in partnership with Global Infrastructure leadership Provide end-user training as needed Assist in managing the licensing and cost for end-user productivity applications Leverage and apply ITSM best practices to run efficient and effective BIS support processes and services Assist in managing and maintaining Global BIS Asset and Software management process and IT inventory accuracy Explore ways to improve processes to enhance the end-user experience, collaboration, and productivity Stay current on technical innovations and explore ways to harness new technology to improve BIS processes, user productivity, BIS services, and cost Provide regular status updates to management on accomplishments, planned work, issues, challenges, and risks Support the deployment, maintenance, upgrade, and tracking of client technology assets including laptops, iPads, Teams phones, mobile devices, printers, and other peripherals Review, analyse, and evaluate business procedures with quantitative and qualitative metrics to evaluate the company's efficiency and effectiveness Assess coordination and integration of efforts among operations, technology, and customer service to produce smoother workflow and more cost-effective business processes Support long-term planning that enhances the company's goals, identifying opportunities to expand or shift course based on market changes Identify potential problems and points of friction whilst recommending innovative solutions to enhance operational effectiveness and competitive advantage Evaluate current technology use and needs of the company and recommend software and hardware improvements Identify opportunities for automation and implement solutions to streamline processes Implement risk management strategies to mitigate operational and cybersecurity risks Ensure compliance with regulatory requirements and industry standards related to IT operations, staying up to date with new network technology Design and automate regular reporting processes to efficiently track network health and system statuses Provide hands-on support to resolve issues when requested