Job Description
IFF is a leading creator of flavors and fragrances used in a wide variety of consumer products and packaged goods. Consumers experience these unique scents and tastes in fine fragrances and beauty care, detergents, household goods, as well as beverages, confectionary and food products. The Company leverages its competitive advantages of brand understanding and consumer insight combined with its focus on R&D and innovation, to provide customers with differentiated product offerings. IFF is a member of the S&P 500 Index. We have sales, manufacturing, and creative facilities in over 60 countries worldwide
As Site STS Lead for IFF Manufacturing facility you will have responsibility for End-to-End Service Delivery for very complex, dynamic, and challenging environments. Overseeing diverse projects focused at the site, along coordinating and alignment with vendor management of local and external partners are key to successful site operations. IT Lead are expected to engage frequently with Site Staff, operations and business leaders to understand the business needs, service and continuous improvement opportunities.
As a member of the Site Technology Servicing team you provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices within your sub-regional remit. You provide hands-on support and apply your local knowledge and language skills to support IT related issues as defined by the Service Catalog. Working days and hours are following the local business days and hours. You work closely together with the Regional IT manager, the Global Service Desk, Desktop Support Services and Remote Desktop Support Team. From time to time, you might need to attend meetings outside office hours.
1. Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Site Tech, whilst maintaining the right balance between customer service and operational excellence. Work closely with our production site to ensure maximum uptime of our Plant integrated IT systems. Also, work closely with site Operations and Business Leaders to recommend solutions and improvements to processes and projects. (40%).
2. Provide input for continuous improvement opportunities for site services, infrastructure and systems, and collaborate with site leaders on opportunities and projects. Site Leadership role in identifying digital and related innovation opportunities, driving to execution and delivery. Also, work closely with site Process Control technology groups to develop new apps and ensure business-critical data flow is uninterrupted. (unique to some sites) (20%).
3. Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization (5%)
4. Manage the workstation compliance dashboard for your locations(s) to a minimal number of defects (10%).
5. Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts and IT vendor management); and align with local engineering teams to maintain a site disaster recovery plan for IT assets. (10%).
6. Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Site Techs, (2) the way services are being perceived by IT and the business and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive) (5%)
7. Manage the procurement and deployment of new, and the decommissioning of old computer hardware and software (5%).
8. Provide support to other offices, either remote or by traveling on location (<5%.)
Job Requirements
9. Bachelor's degree in computer related or engineering fields, or equivalent job experience required.
10. Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.
11. Knowledge of business processes and service delivery with strong understanding of the integration of business and technology. Understanding of IT architecture and systems is essential, including physical and virtual/web based integration.
12. Strong customer orientation and demonstrated ability to work with people at all levels in an organization.
13. Project management experience.
14. Strong communication skills with the ability to describe technical issues in end-user understandable terms.
15. Strong English language skills. Good verbal and written English communication skills.
16. Strong teamwork and interpersonal skills.
Required Experience:
17. Understanding of IT support / service delivery processes (eg. ITIL).
18. Experience in supporting a large-scale Workstation, Tablet and Smartphone environment, with Wireless and LAN technology, preferably in a multi-skilled helpdesk environment.
Preferred:
19. Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (XP, Win7, Win8, Win10), LAN, Remote VPN connectivity, MS O365, server technology, business applications systems (SAP), iOS and Android mobile devices.
20. Understand IT asset portfolio and manage lifecycle according to IT Architectural Standards and plans.
21. Lean Six Sigma knowledge for process improvements
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.