Head of IT Infrastructure Services and Operations (25001)

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IS Service Center Boston (ISSC-Boston) is a part of Merck KGaA global IT Shared Services organization responsible for delivery of datacenter hosting, network, voice, messaging & collaboration, and client services supporting Merck KGaA Chemicals and Pharmaceutical business in North and South America. In this role you will be directly responsible for delivery of hosting services to all Merck KGaA subsidiaries in North and South America, working as part of a global technology infrastructure team. This is a technical leadership role with direct involvement in Service Management and daily IT Operations. The candidate will lead a team of senior technical professionals supporting diverse and challenging requirements of biopharma, chemicals and pharmaceutical business in the region. Position responsibilities: • Manage operations of the 24x7 data center environment including physical and virtual server platforms, storage area network (SAN), database services, backup and supporting infrastructure. • Manage third party service providers, including off-shore. • Responsible for meeting established Service Levels (SLAs) • Oversee all aspects of hosting services delivery: budgeting & forecasting, planning, deployment, incident and problem management, change management. • Collaborate with global teams on standards, vendor selection, service optimization. • Collaborate with IT and business stakeholders on key programs and initiatives. • Participate in Information Security initiatives including Patch and Vulnerability Management program. • Maintain relationship with Facilities via established Operational Level Agreements (OLA). • Lead compliance process for all audits performed for or affecting ISSC-Boston services, infrastructure and internal customer base. Our requirements: • Graduate degree in technical field (Information Systems, Computer Science, Electrical Engineering) • MBA is a plus • 15+ years experience managing complex IT systems • 8+ years leadership experience managing teams • Proven track record of developing and mentoring people • Ability to manage and succeed in a matrix management environment • Ability to drive change and continuous improvement • International management experience • Strong financial and vendor management skills • ITIL certification or related knowledge • Lean Six Sigma certification or related knowledge • Information Security certification or related knowledge • Excellent communications skills, written, oral and presentation • Solid consultancy and project management skills • Will be expected to travel in US and abroad as necessary (10%) Specialized technical knowledge and skills: • SAN / Storage Technologies (Brocade, Hitachi, EMC, IBM, SVC) • UNIX/Linux Hosting (IBM AIX, SUSE Linux) • Windows Hosting, including Active Directory and management tools • Virtualization Technologies and build automation (VMWare, Orchestrator) • Oracle and Microsoft SQL Server management • Backup technologies (IBM TSM) • System Monitoring (Tivoli, SCOM) • Datacenter and Facilities Management • IP network and firewall technologies (in the context of data center hosting services) • Design for High Availability • Disaster Recovery planning, testing and execution Your competencies: • Profound customer-orientation with an eye for the company’s own interests. • Openness for the fresh ideas and new perspectives to be gathered from working with people from diverse backgrounds and cultures. • Flexibility and keen pursuit of innovation throughout all processes in the continuous search of sustainable new ideas. • Willingness to set yourself challenging goals in order to achieve superior performance. • Initiative to constantly improve products, services, processes and working routines. • Strong desire to develop and grow by way of taking responsibility and engaging in additional tasks and operations. Equal Employment Opportunity The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to his/her Human Resources Business Partner, Legal, or Compliance immediately. The company will not retaliate against any individual because he/she made a good faith report of discrimination.
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Information Technology (IT)

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