IT Operations Manager EMEA

Responsibilities

• Below are key responsibilities. Other responsibilities may be assigned as business and operational needs evolve.
• Daily Operations of the Onsite Service Desk & Asset Management
• Oversee walk-ups, incident management, and request fulfillment processes for EMEA, ensuring frequent and timely updates to end-users.
• Ensure onsite support coverage and responsiveness for EMEA offices, including coordination of onsite visits and local support needs, and personally working tickets for the site they are based in (e.g. Paris office) as needed.
• Manage and coordinate urgent and complex support issues, acting as an escalation point for all requests and incidents to ensure timely completion of open items.
• Create and manage escalation procedures, maintaining service levels and clear handoffs between onsite service desk (L1.5) and L2/L3 teams.
• Document, track, and monitor problems to ensure timely resolution, including driving root cause analysis and follow-up actions.
• Manage and oversee end-to-end asset management, including obtaining vendor quotes, managing procurement of hardware and related services, and maintaining accurate asset inventories throughout the lifecycle (deployment, moves/changes, returns, and disposal).
• Monitor adherence to internal and ITIL-based processes and collaborate with process owners to develop and implement new or improved procedures as necessary
• L2 Operations Support by Service Area
• Ensure L2 activities follow agreed operational runbooks and standard operating procedures, including monitoring, incident and problem resolution, change execution, and health checks.
• Coordinate and prioritize L2 work (e.g., maintenance, upgrades, remediation tasks) across Service Areas, balancing planned activities with unplanned incidents and escalations.
• Drive cross-Service Area collaboration to resolve complex issues, eliminate recurring problems, and improve the reliability, stability, and performance of ETS services.
• Partner with Service Area Owner to review metrics, identify trends and challenges, and implement improvements that enhance service quality, customer experience, and operational efficiency.
• Available to participate in an on-call rotation for after hours support.
• Staff and Develop People to Achieve Key Results
• Build and maintain an environment characterized by high productivity, accountability, and morale.
• Train, coach, and mentor team members, including career development, skills growth, and cross-training across Service Areas.
• Effectively manage employee performance (goal setting, priorities, feedback, coaching, reviews, recognition, and accountability).
• Oversee and manage team capacity to ensure optimal resource allocation, balancing workloads, and maintaining productivity levels.
• Develop people to consistently achieve or exceed job expectations.
• Vendor Management
• Manage vendor relationships with existing vendors, ensuring service quality and compliance, while proactively identifying and evaluating potential new vendors to meet evolving business needs.
• Manage invoices and submit them in a timely manner.
• Decision Making and Escalation Handling
• Make critical decisions to address complex technical issues and escala

Benefits

Additional Information

We create possibilities that move life and commerce forward Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you've come to the right place. The Operations Manager brings strong technical expertise and proven leadership abilities. This role is responsible for leading and managing EMEA Onsite Service Desk (Level 1.5) and Operations (Level 2) activities to ensure high-quality ETS support is delivered to end-users and to the assigned Service Area(s). The Operations Manager ensures the Onsite Service Desk handles tickets effectively while also personally working tickets, including making sure team members communicate clearly with end users and stakeholders and maintain accurate documentation in ServiceNow. They also lead and oversee critical projects and manages L2 Operations work for the assigned Service Area(s). They partner closely with the Global Service Desk (L1), other regional Onsite teams (L1.5), Operations (L2), and Engineering (L3) to maintain and improve service levels, drive shift-left initiatives, improve processes, and enhance overall service quality. Qualified candidates must demonstrate excellent customer service skills, strong technical knowledge and hands-on problem-solving ability, and highly effective collaboration skills.

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Company Intel

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