This management position will own the relationship between the rapidly growing Vilnius business and the EMEA IT team ensuring that the full value is realized from IT assets, investments, and capabilities. This managerial position is responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the technology that provides maximum return on investment, and most importantly partnering with the EMEA IT leadership team to create alignment between the overall business strategy and tactics and IT Strategy and tactics. The manager is a liaison between IT and the business, and a trusted advisor to that business.

The ideal candidate must have a wide range of soft skills to help foster communication and to break down silos, but also have a good understanding of IT, as well as a shared service center business elements. You will be tasked with leading people, communicating with executive leadership and bridging gaps between IT and the Vilnius based business units.

Key position responsibilities:

• Acting as a bridge between the Local Site and the internal IT teams to help align organizational needs with the service offering at a strategic and tactical level.
• Building mutually beneficial and long lasting customer relationships.
• Creating and maintaining Development Plans.
• Taking ownership for the overall delivery of IT services.
• Providing a personalised interface for local employee, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
• Acting as a point of escalation for service items with the ability to identify methods for appropriate resolution.
• Taking ownership of and managing employee communication during projects activities, and service situations.
• Ensuring employee needs and desired outcomes are fully understood so that products and services can be prioritised appropriately.
• Conducting regular service review meetings with employees.
• Liaising with 3rd parties on behalf of the IT Team.
• Creating and maintaining service enhancement plans, ensuring that actions are followed through to completion in a timely manner.
• Performing trend analysis on repeat or chronic problems with the ability to generate ideas to reduce service-related issues.
• Driving internal reviews and identifying suitable service improvements to existing processes.
• Ensuring that customer expectation is aligned with the services and products to be delivered by the EMEA/Global IT teams.
• Providing regular and accurate management reporting.
• Identifying opportunities for optimisation and growth.
• Presenting to customers on several levels from end users to business executives.
• Working with customers and other internal teams to develop IT roadmaps in line with our client’s current and future business requirements.

• Relevant work experience
• General IT infrastructure experience with significant experience of IT Service.
• General application support and deployment experience for multi-location systems.
• Degree level educated and/or 4+ years of relevant of supervisory/management experience working in multinational environment.
• Experience of managing teams and excellent people skills.
• Fluency in English, both written and oral communication.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.
• Must be an effective trainer and team coach including advanced cross training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• Implement, communicate and interprets new and existing policies and procedure to staff members.
• Proven experience in leading teams, managing people and delivering results.

• Opportunity to work in global, innovative, fast-growing company with 8,000+ awesome colleagues.
• Flexible work.
• 5 additional vacation days.
• Health, Life and Accident insurance.
• Health and Wellness programs.
• Private Pension plan.
• Access to the best-in-class training and development programmes.
• Team buildings and events.
• Competitive salary from €3,959.58 to €4,658.33 gross. Final offer will depend on your qualifications, competencies, and professional experience and additional bonuses.

From 3960 to 4658 Eur Gross.