Symrise Teterboro , NJ 07608
Posted 5 days ago
Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.
Its sales of € 4.7 billion in the 2023 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.
Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.
Symrise - always inspiring more…
The IT Service Delivery Manager User Support oversees several key functions within Symrise NA Region that enable the delivery of high-quality Service to end users, and ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT User Support team to achieve those expectations to a high standard.
This role must be located by a Symrise location and will work hybrid (3 days on-site/2 days from home)
Service Management
Maintain high-performing service support functions, including an IT Service Desk, Desktop
Support and VIP Support
Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of
performance in these processes, accurate reporting, and establishing service improvement
activities when required
As an owner of the escalation process, the Service Delivery Manager will take ownership of
significant incidents to ensure coordination of resolving parties, effective communication to
stakeholders and post-incident review
Monitor, control, and support service delivery; providing systems, methodologies and
procedures are in place and followed
Champion Service and Support in projects and develop a strong understanding of
projects impacting your service area and ensuring service impact is minimized and agreed
Be accountable for the quality of Service and performance
Meeting Support
Deliver Presentation and Audio-Visual support, ensure meeting room technology
is maintained to high standards and routinely checked to ensure high levels of availability
Ensure that training services are in place to educate staff on how to use the meeting room and
Bachelors Degree required
7 plus years in User Support/IT environment required
A passion for Service Improvement
Experienced Service Management professional
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in a large-scale and diverse environment of incident
management, escalation procedures and related disciplines
Expert knowledge of ITIL disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organizational skills
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Able to manage and prioritize and tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
Become part of our open and transparent culture. It will give you the opportunity to flourish and to develop inspiring experiences that contribute to the health and well-being of consumers in 160 countries around the world. Putting our employees in focus fuels our strong company growth above market rates and makes us an excellent place to develop your career.
Come join us and embark on a fascinating journey with Symrise.
If you feel that you fit the above criteria, then please apply by using our online application system. Your application will be treated confidentially.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Symrise