IT Operations Manager

Job Function Summary

The IT Operations Manager is the primary point of contact for business units and functions located in the US and CA, including acquired subsidiaries once assimilated into the larger Coloplast organization.   

The IT Operations Manager leads support and operational activities and oversees a team of North America-based technical support analysts accountable for the same.  This position is responsible for alignment between the Global IT support and operations strategy and the local operational and support services provided to the US and CA.

The IT Operations Manager ensures team compliance with corporate and local support guidelines, work instructions, processes and KPIs.  The IT Operations Manager continually advocates for cost savings while continuously implementing process improvements and efficiencies. 
 

Major Areas of Accountability

Planning 

• Works collaboratively with Global IT  to communicate team delivery expectations in alignment with the overall IT support and operational strategy and practices. 
• Ensures all required information and documentation is up to date to enable seamless transition to support and operations 
• Works collaboratively with the Sr IT Technical Specialist, planning the introduction of new local technology platforms and devices.  Ensures the Sr IT Technical Specialist provides all required information and documentation to ensure seamless transition to support and operations. 
• Stays abreast of ITIL and other support/operational best practices, applying the value of such best practices and advancements for the benefit of North America business units and functions.   
• Manages the local IT forecast within budget set by Global DD&IT 

Operational Management 

• Provides in-person, phone, email, and online technical support for approved IT end-user devices to North America Coloplast/Comfort Medical associates. Records and manages reported issues and requests in Coloplast’s ticketing system. 
• Ensures global/local IT standards, governance, processes, and policies are followed using established KPIs and audits. 
• Ensures operational spending does not exceed planned spending.  Adjusts spend as required across areas of investment to stay within budget.   
• Works in partnership with NA-specific external IT suppliers/resources accountable for the operation and support of local systems. Accountable for supplier KPI monitoring / reporting and service improvement plans. 
• Works in partnership with Global Infrastructure to forecast and manage the supply of all NA laptops, iPads, iPhones, printers and other devices 
• Leadership Responsibilities 
• Leads and provides day-to-day direction to the  IT Team for Coloplast, Comfort Medical and Atos US, directing efforts and evaluating performance.   
• Recruits, trains, develop, and coaches the NA IT Team. 
• Ensures all incidents, alerts, and problems are handled professionally and according to published global IT procedures, standards, KPIs, and Service Level Agreements (SLA’s). 
• Holds weekly meetings with the team to review technical and administrative issues and questions, identifying and acting on stale and aged support incidents. 
• Takes ownership of priority incidents, ensuring that appropriate action plans are in place to reach resolution in accordance with the customer’s business priorities. 
• Provides regular updates to the NA Senior Leadership Team and relevant business stakeholders, sharing performance against service levels, project status updates, successes, incident/customer trends and opportunities for improvement.  Solicits feedback to improve service delivery and provides action plans to address areas of under-performance. 

Global IT Service Desk Contributions 

• Contributes to ITIL processes within the global IT organization. 
• Applies ITIL principles and best practices locally. 
• Identifies and prioritizes non-optimized global standards and procedures and makes suggestions for improvements. 
• Ensures ongoing communication during major incidents, either communicating directly to stakeholders or prompting those accountable for communication. 
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies. 
• Other job duties as assigned 

Basic Qualifications

• Bachelor’s degree in related field or equivalent experience. 
• 3+ years team leadership experience. 
• Strong knowledge of Microsoft desktop environments and software including Microsoft Office 365, Microsoft Active Directory, Anti-Virus suites. 
• Working knowledge of network communication hardware and protocols. 
• Experience troubleshooting connectivity issues with PCs and networks. 
• Proven track record managing support and operations. 
• Proven ability to guide, coach and lead others. 

Preferred Qualifications

• ITIL certification strongly desired. 
• Experience working in global organizations and work environments, preferably in a subsidiary.