IT Support Lead, Canada and Latam - Toronto, Canada - Mundipharma

Mundipharma

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Working as part of the Infrastructure and Client Services function, the IT Support Lead will be responsible for the ensuring an excellent level of IT support is delivered to the Canadian & LATAM businesses.

The role will support and work closely with the global Business Partners in achieving an optimal set of service levels that contribute to delivery of business requirements in Canadian & LATAM.

This role will be responsible for the managed services team or individuals based on the Canadian & LATAM sites that provide Deskside Services.

Global IT Collaboration - Concrete understanding of global IT strategy and local Business strategy and communicating and actioning this on a local scale - Understand and help guide Canadian & LATAM market technology initiatives and demand and collaborate with global IT to deliver on the agreed strategy and local requirements - Utilize the TAL (Technical Area Lead) network and their strategies to identify cost effective solutions for the Canadian & LATAM market - Partner with IT global resources on Cost, Resource and Planning estimates, gate 1 and gate 2 proposals.

- Accountable for Local delivery and ensuring demands are processed end to end from initiation to completion - Ambassador of Change: partner with the business to identify the people and process change requirements, as well as technology-based requirements, to ensure project success, and lead Change Management activities within the organization and IT to support environment and IT related changes - Adherence to global IT Operating procedures/processes - Partner with the global Infrastructure team to create technical specifications - Partner with the global systems integrators to deliver solutions - Leverage the global EISS teams in delivery of solutions - Run the Major Incident Process and be the owner of a P1 incident (that is related to or impacting the Canadian & LATAM business) in the event the EUCAN Service Delivery Manager is unavailable (Time zone, sickness, holiday or otherwise)

2 Business Analysis and

Customer Relationship Management:

Support and enable the development of business change management plans using industry best practice methods and tools to plan, manage and deliver the business changes required to deliver the expected value from investments in IT.
Support and enable the development of effective communication and stakeholder management plans to ensure the success of any implementation.
Work with business stakeholders to monitor whether promised business value is realized from IT investments.
Actively participate in local market IT projects
Use of appropriate analytical tools and methods for process review, data analysis, and reporting recommendations.
Analysis of information gathered to establish feasibility and business impact of initiatives
Partner with the Business on Testing and Validation activities to ensure system meets the business needs
Involved in planning, training, implementation, checking/verifying results, and ensuring that deliverables and project schedules are met.

3 Management of local IT Resources and Processes: - Provide oversight and assist in the management of IT related devices/software or equipment for Canadian & LATAM businesses.

- Ownership of IT Asset Inventory Management process end to end. This includes ensuring local IT asset inventory is current and maintained and managing end of life cycle

4

Supplier Management:

Accountable for the effective oversight of all IT procurement activities including P2P processes
Collaborate with global IT procurement sourcing team to identify opportunities to transition to global or multi country contracts
Vendor SLA management and cost effectiveness oversight and budget control.
IT Inventory Management and ensuring that equipment is available as needed to support business needs.
Liaison with Procurement and research on best in market and cost-effective technology options
Maintain strong relationships with local IT suppliers, working to ensure cost effectiveness of products and services, developing appropriate supplier Service Level Agreements and monitoring supplier activities.
Monitor spend against approved budgets; escalate where required.
Follow up with Vendors on Invoicing and Payment issues
Ensure all invoices are paid on time every time
Regular meetings with Finance to ensure alignment between IT and Finance processes
Review Invoices for accuracy and escalate as needed
Maintain Contract System up to date
Maintain and Manage strategic vendor relationships and contacts

5

Operational Support: