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Service Delivery Director

Key Responsibilities:

  • Based on the division’s vision, define accordingly strategies, tactics and plans required to run operations, which include datacenter, compute, storage, backup & restore, platforms, network services and the associated security. Ensure proper alerting, monitoring and automation for those services.
  • Through the outsourcer providing Infrastructure Managed Services, accountable for the delivery of IT Infrastructure services and the supporting organization to deliver services in a cost-effective manner and according to agreed service levels.
  • Be the primary point of contact and escalation point for outsourcer’s IMS (Infrastructure Management Services) activities.
  • Drive quality service delivered by external staff with the proper attitude, aligned with Firmenich’s culture.
  • Prepare annual investments and expenses budgets, track expenditures and provide regular actual status and forecasts
  • Manage suppliers and contracts related to Infrastructure operations services and maintenance, define measure and report performance accordingly to ensure quality of delivered service (SLA/KPI)
  • Ensure the execution and support of technology lifecycle of compute, storage and network, as defined by the Engineering team. Collaborate with them to guarantee that system capacity, security and availability of infrastructure matches the current and future business needs
  • Engage in continuous process improvement whenever appropriate
  • Ensure that incidents, requests, changes, releases, assets and CMDB are managed following documented processes and procedures
  • Liaise with other support teams (Service desk, field support, application support and development teams) to ensure coherent support of IT services
  • Collaborate closely with the Service Transition and Operations team to deliver seamless services with minimal disruption for the business
  • Ensure business continuity for IT Infrastructure operations is documented, approved, reviewed and tested on regular basis
  • Supervise Infrastructure Quarterly Maintenance Downtime activities with the outsourcing partner
  • Establish vendor relationship governance, track and report on performance of the outsourcing partner on regular basis
  • Conduct Request For Proposal (RFP) when necessary and drive outsourcing vendor transition if applicable


We value:

  • 10 years of experience as an Infrastructure Operations Manager with responsibility for the data center operations
  • Knowledge of heterogeneous computer hardware and software environment as well as networking technologies
  • Excellent English communication skills (written and oral), with experience interacting with senior levels of management
  • Experience in outsourcing management and supplier management through SLA and KPIs
  • Experience in establishing and managing suppliers through Service Level Agreements
  • ITIL Foundation Certified
  • IT Engineering degree or equivalent


We offer:

  • Highly challenging position in a dynamic environment
  • Possibility to grow within the company
  • Integration in an international and multidisciplinary team
  • Possibility of leading and managing a team, multicultural and distributed
  • Responsibility on supervising Infrastructure Quarterly Maintenance Downtime activities with the outsourcing partner