Lead, Site Services Manager, NA

Lead, Site Services Manager, NA

Estée Lauder Companies | Long Island City, NY, 10306, US
Salary Range:$74,000 – $135,000 Salary range estimated by Zippia

Posted 5 days ago

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Description

POSITION SUMMARY

The IT Site Services Manager works closely with Brands/Regions/Functions Technology Leaders and Business Stakeholders at all levels, to ensure levels of IT Service (Infrastructure, End User Computing and Application Support) meet the required standards and ensure ELC employees are provided with technology tools and support services that maximize their productivity needs and support their desired business outcomes. 

KEY ROLES & RESPONSIBILITIES

  • Act as a single point of contact for business stakeholders and Technology Leaders in assigned Brands/Regions or Functions for all service, maintenance and equipment provision matters relating to Technology Operations deliverables.  Ensures the delivery of a seamless employee experience locally across digital services, utilizing automation and monitoring tools to oversee proactive incident resolution and service friction (NextThink, 7Signals, Happy Signals)

  • Support regional and local business teams get the best possible service from providers and help them validate experiential aspects of internal and external partner delivery with consistent and measurable productivity benefits, utilizing industry standard processes to enable service improvement through review and validation.

  • Works with local stakeholders, technology leaders and suppliers to assess, report, remediate and improve service levels locally, escalating to relevant providers and driving resolution and continuous improvement.
  • Responsible for validating local service provider performance (XLA/SLA) and sharing information / reports with local Technology Leaders and senior business stakeholders
  • Accountable and responsible for ALL IT Service Delivery locally.
  • Partners with cross functional groups within the enterprise to deliver a holistic employee experience
  • Ensures that the local workforce is equipped with the appropriate personal computing technology to meet individual and role-based needs in a timely and consistent way.
  • Ensures a consistent securely maintained pipeline of equipment is available locally by overseeing supplier inventory management and forecasting and working with relevant teams to expedite the procurement process
  • Ensures the maintenance of effective SOPs and other resources related to area of support and that suitable contingency and backup equipment is maintained including RF devices, Pick to V/L and specialist printers where applicable
  • Log and maintain register of local and/or specific IT services and (business) processes, providing guidance on support, maintenance, license, and continuity required (service ownership) to system/service owners.
  • Is accountable for consistent, effective, and professional onboarding and exit processes for employee IT needs.
  • Works closely with technology delivery and applications owners to plan and coordinate service introduction, expansion, reduction and retirement ensuring compatibility and minimizing disruption.
  • Supports the adoption of technology and helps employees in understanding the technology provided, adapting it to their needs and optimizing their productivity.
  • Provides local support and coordination for VIPs and site(s) events
  • Understand risks associated with local infrastructure, software support mechanisms and suppliers – document in risk register and highlight mitigation and remediation opportunities to Technology Leaders and business stakeholders
  • Support successful resolution and escalation of major incidents and provision of feedback via Daily Production Call and Problem Management process
  • Accountable for the end-to-end Incident Lifecycle locally, including escalation management providing efficient reliable service restoration in combination with a measurable ability to identify trends and reduce disruption.
  • Is accountable for continuing efforts to optimize invoice spend on managed services and leverage  value. Review of monthly RU Workstation charges to ensure financial accuracy
  • Locally references Brands/Regions/Functions site
  • QUALIFICATIONS

  • Good technical skills and experience in:

  • Service Improvement Programs

  • Service Metrics and Service Level Management

  • Service Design, Transition and Operation
  • Proven ability to recruit, train, and motivate personnel including employees and agents of our vendors.

  • Experience working in multi-cultural, multiple brand global companies across diverse geography utilizing managed service providers

  • Experience working with standard ITSM tools, SNOW desirable
  • Experience in design thinking and personas advantageous
  • Minimum years of experience: 5
  • The anticipated base salary range for this position is $96,500 to $162,500. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results.

    In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

    We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact USApplicantAccommodations@Estee.com.