• Hire, coach, and develop a team to achieve strategic business goals
• Conception, design, operate, facilitate and improve IT Service Management structure and processes (Service catalogs, Service Request, Incident-, Change-, Problem- and Asset-Management) following the principles of the ITIL framework
• Coordination and cooperation with the internal and external service desk agents or service delivery partners
• Ensuring computer systems validation requirements as well as the data protection regulations
• Ensure proper use of the KPI system to measure the effectiveness and efficiency of IT service and ensure continuous quality assurance and improvement of customer satisfaction
• Ensure the establishment of standards, policies, guidelines for service processes, and end-user lifecycle support
• Support service desk in day-to-day operations (1L- / 2L-support)
• Work with others to identify problems and create computing and network architecture solutions.
• Manage regional network and server infrastructure
• Responsible for DLP and backup
• Elaborate, and keep updated the Business continuity and Disaster recovery plans

• 5+ experience in the role
• Strong service orientation, well-structured, and self-driven personality
• Strong analytical, confident communication skills in domestic and international environment
• Very good IT technical knowledge and understanding
• Good project management skills

Education:

• Bachelor or master degree in informatics or comparable qualification (study / professional experience)

• Benefits at DAY ONE
• 401k matching plan
• Paid holidays
• Röchling Wellness Program sponsoring run/walk programs throughout the year
• Onsite gym membership
• Employee Pricing and Discount program
• Continuous Improvement Program & Safety Awards
• Employee Referral Program
• Family Oriented work environment
• Apprenticeship/Internship programs
• Employee appreciation cookouts and dinners