Lead IT Operations in the CountryEnsure IT support, the stability and security of infrastructureEnsure integration between systemsEnforce Group security guidelines in all IT Operations Strict collaboration with the Global IT ManagementCoordinate IT projects in line with the Country and Group goalsManage relationships with external IT service partnersPromote innovation and efficiency Ensure IT Governance, managing compliance with Global standards and local regulations, with a focus on IT security practices and costs

Management:Local IT Service Desk & Request TeamEnd Users WorkspaceCountry IT server infrastructureSupport in CyberSecurity and Data Protection activities in CountrySupport ITIL processes for Incident, Problem, ChangeDesign and deliver Business Continuity PlanStrict collaboration with Global IT Support/IT Management for higher level issues Coordinate IT projects that enable the achievement of business and personal goalsInnovation:Bringing new IT efficient solutions (hardware/software)M365 Country ChampionEnsure continuous improvement as standardization, cost reduction, system and application decommissioningSupport any changes through effective communication and coordination at all levels of the organizationSelection and management suppliers with DHL standardsAnalysis:Country and Regional SLA/OLA, KPIRegional and Global data sharing on projects, performances, services and costs

Identify and diagnose issuesIssues/requests monitoring from start to resolutionCategorize and record reported queries and provide solutionsInstallation and configuration of Windows Client and Server SystemsCustomer infrastructure and workspace maintenanceTechnical assistance on-site or remotelyIT Systems area coordination with IT Operations Manager (about 10 people)SLA / OLA, KPI analysis Organization of IT training, internal meetings and IT service meeting reviews with customersSupport ITIL processes for Incident, Problem, Change

Managing IT Service Desk team (22 people) and related team shifts, IT trainings and meetingsSLA / OLA and KPI monitoringIT internal communication for End Users (4000 employees)Support ITIL processes for Incident, Problem, Change Collaboration with other IT specialist groups, internal departments and suppliersTalent interviews

I level tasks:Identify and diagnose issuesCategorize and record reported queries and provide solutionsSupport problem identificationAdvise users on appropriate actionsMonitor issues/requests from start to resolutionEscalate, if necessary, unresolved problems to a higher level of supportAdditional tasks:Migration projects and new PCs rolloutTransfers for IT activities to other locationsTechnical assistance for meetings \ videoconferences \ business meetingsCorporate Asset Management (4,000+ PCs and Accessories)