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Miles
Km80.5

Mgr Client Services

Roche Molecular Diagnostics

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Location: Branchburg, NJ Posted Date: 5/6/2013 Position Type: Full time Job Code: 2726512548 Required Education: Bachelors Degree

Description

*  Manages and coordinates the client services functions of the IT department including the client support roles, database and applications and system infrastructure.

*  Ensures proper operation of the entire IT infrastructure and oversees necessary upgrades.

*  Manages end-user support staff and ensures delivery of day to day support on a variety of issues from client devices, application support and voice systems.

*  Provides compliance with global infrastructure information requests and infrastructure and client support policy guidelines.

*  Maintains global and regional systems according to IT Service Management (ITSM) processes. Responsible for ongoing technical enhancements to client group's LAN/WAN, as well as other assigned systems.

*  Ensures compliance against regional and global rules for the site. Oversees IT security matters for the site.

*  Provide necessary infrastructure components in support of new projects and initiatives as required by the defined projects and business needs.

*  Consistently deliver client services including IT infrastructure systems, voice systems and client desktop support to the business.

*  Provide data protection and security for all systems and information under the responsibility of the IT services group.

*  Contributes to the development of a business aligned IT strategy through close collaboration with IT management and business teams.

*  Aligns delivery of IT services and appropriate service levels through relationships with Global, Regional, Local, and External service providers

*  Maintains a deep awareness of IT industry and the business environment to generate recommendations of system and service improvements.

*  Collaborates with global, regional and local IT functions to identify opportunities, evaluate alternative IT technologies and research industry best practices and emerging trends.

*  Define, implement, and continuously improve accuracy and consistency of infrastructure relevant metrics and information E.g. HPSM, DSMT, End User Survey.

*  Develops business cases for assigned projects.

*  Manages budget and budget compliance for assigned projects.

* Build highly effective team for delivery of client services.

Requirements

Education:

*  BA/BS from an Accredited Institution, or related field, or equivalent combination of education and work experience, required.

*  Post Graduate Degree from an Accredited Institution, preferred.

*  Vendor certification (Microsoft, Cisco, Avaya, Oracle, others), preferred.

Experience:

*  8 plus of work related experience with 2 to 3 years management experience in client server computing/voice-datavideo communications, data center management, technical project management and implementation, required.

*  3 - 5 years' experience managing customer (internal/external) requirements and expectations, required.

*  10+ years expereince in the IT services and 3 to 5 years experience managing customer interactions, preferred.

Other Qualifications:

*  Experience with Microsoft Windows environment, servers and clients.

*  Knowledge of Cisco networking

*  Knowledge of rational databases

*  Good project management skills

*  Good written and verbal communication skills

*  Demonstrate strong facilitation amp; negotiation skills, relationship management and change management skills.

*  Demonstrate enhanced listening skills as well as strong critical thinking skills

*  Have a strong sense of ownership of assigned tasks and will have a proven track record of delivery on commitment.

* Demonstrate an ability to pick up new challenges and educate themselves on the core issues in a very short time.
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