IT Operations Manager Europe
As IT Operations Manager Europe, you will join our IT Infrastructure team and report to the Cloud Enterprise Manager & Operations. You will own day-to-day IT operations, with a focus on IT infrastructure and end-user-related services, including direct support for senior leaders and executives in the Italian office. You will oversee and coordinate IT operations for Armenia, Spain, Bulgaria, the UK, France, Luxembourg and Greece. Working within the current reporting structure, you will coordinate closely with country teams and Global IT functions, with clearly defined access, permissions, responsibilities, escalation routes and decision-making boundaries. Join us to drive the right power forward and make clean energy the natural choice for all!
Key Responsibilities:
IT Service Delivery & End User Support
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Serve as the second-level IT support contact for all employees in Italy, providing timely and effective support for hardware, software, network and business application issues.
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Deliver high-quality support to executive and senior leadership teams, ensuring a seamless technology experience.
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Maintain the access, permissions, system visibility, and operational information required to support users effectively across Europe, in accordance with corporate security, segregation-of-duties, and data-protection requirements.
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Manage and resolve incidents and service requests through the corporate IT ticketing system, ensuring accurate documentation and adherence to service levels.
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Configure, deploy, maintain, and troubleshoot desktop and laptop computers, mobile devices, printers, collaboration tools, and related peripherals.
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Support Microsoft 365 applications and collaboration technologies, including Teams and video conferencing systems.
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Develop end-user support documentation, knowledge articles, and operating procedures.
Infrastructure & Network Management
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Support and maintain local IT infrastructure, including LAN, WAN, wireless networks, internet connectivity, and VPN solutions together with the global NOC team.
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Partner with the Global Infrastructure team to maintain availability and performance, with documented ownership, escalation paths and decision rights for local operations, regional support, and global platforms.
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Contribute to the design and continuous improvement of network architecture, connectivity, and network segmentation concepts in Europe.
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Assist in troubleshooting network connectivity, routing, and performance issues.
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Monitor infrastructure components and proactively identify opportunities to improve reliability and operational efficiency.
Project Delivery & Continuous Improvement
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Identify opportunities to enhance the local technology landscape through process improvements, automation, and infrastructure upgrades.
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Plan and execute local IT projects while ensuring alignment with global standards and technology roadmaps.
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Support technology rollouts, system implementations, and organizational change initiatives.
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Actively contribute to the standardization and continuous improvement of ContourGlobal's global technology platform.
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Coordinate IT operational readiness and integration activities for new sites, acquisitions, divestments and major site transitions across Europe.
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Manage, mentor and develop IT Operations personnel across Europe, setting priorities, objectives and ensuring consistent service delivery across the region.
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Provide regular operational updates on service performance, major incidents, risks and improvement activities to relevant stakeholders.
Asset & Vendor Management
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Maintain accurate inventories of IT assets, including laptops, desktops, mobile devices, printers, and network equipment.
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Coordinate procurement, deployment, replacement, and disposal of IT equipment in accordance with company policies.
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Manage relationships with local IT vendors and service providers, ensuring quality service delivery and cost-effective solutions.
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Own budget planning and procurement activities for local and regional IT requirements.
Governance, Security & Compliance
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Ensure compliance with corporate IT policies, cybersecurity standards, and data protection requirements.
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Support the implementation of security initiatives, software updates, patching activities, and vulnerability remediation.
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Collaborate with Global IT and Cybersecurity teams to address audit, compliance, and risk management requirements.
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Promote security awareness and best practices among employees.
Qualifications and Skills:
Your profile is a natural match if you have:
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Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
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Experience: 5-8 years of experience in IT operations, service delivery, end-user support, infrastructure support, or systems administration roles; demonstrated ownership of incidents and service requests from intake to resolution; experience supporting executives, office-based users, and industrial or remote operating environments across multiple countries; experience working within a matrix organization with clearly defined escalation paths and shared responsibilities; experience participating in infrastructure projects, migrations, or M&A integration activities is highly desirable; proven experience working with:
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Microsoft 365 ecosystem
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Windows operating systems
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Active Directory / Azure Active Directory (EntraID)
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LAN/WAN and VPN technologies
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IT asset management and ticketing platforms
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Video Conferencing and collaboration solutions
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Skills:
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Strong customer-service orientation and problem-solving mindset.
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Excellent interpersonal and stakeholder management skills.
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Ability to interact confidently with senior leaders and executives.
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Strong organizational and project management capabilities.
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Proactive, hands-on, and solution-oriented approach.
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Ability to manage multiple priorities in a fast-paced environment.
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Strong analytical and troubleshooting skills.
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Languages: Fluent in Italian and English, both written and spoken; Spanish would be considered an advantage.
What drives your application forward:
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Experience in an international and matrix organization.
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Experience or exposure to OT systems, OT networks and industrial environments is preferred. A continuous learning mindset and an interest in emerging technologies are also preferred.