Regional Senior IT Specialist, Northern Europe

Position Title: Senior IT Specialist, Regional IT

Reports to: Regional IT Manager

Location: TBC

Direct Reports: None

Scope: Workplace Services IT

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

As an IT team we have made a significant contribution to the continuing success of Wella Company, from separation to stabilization we have worked continuously to deliver stable and secure IT services across Wella & ghd.

To enable Wella to reach our ambitious targets, we will transform the IT function by integrating and streamlining into a single organization ONE WELLA IT; integrated and focused on standardizing processes and support with the varied business areas, balancing our technology partnerships and simplifying the company’s operations. 

Employee Experience and Workplace services team focusses on putting the employee at the center of the services we deliver, equipping them with the appropriate tools and collaboration capability to perform. Some of the services that we cover are Modern Workplace, Collaboration Technology, End User Computing, Service Desk, Local IT Site Support, C-Suite VIP Support, Mobiles & Telephony, Printing etc.

The ideal candidate will act as a critical IT support person in the team, led by the respective Regional IT Manager to effectively partner, enabling Wella Company in that region to achieve its business goals. We are looking for someone who excels at providing effective customer service, technical acumen, project management skills, attention to detail, prioritization and outstanding executive level stakeholder management.

KEY RESPONSIBILITIES

• First point of IT Service Delivery support in specified office sites & smaller consumer facing Wella Studios
• Efficiently and effectively resolve all IT service incidents & requests for respective region, ensuring SLAs are met or exceeded
• Provide technical assistance across Region for all services covered within Workplace Services, namely:
• Modern Workplace
• Collaboration Technology
• End User Computing
• Service Desk
• Local IT Site Support Hands & Eyes (VC Rooms, Wifi/Networking, Comms Rooms….)
• C-Suite VIP Support
• Mobiles & Telephony
• Printing
• Running IT “last mile” project activity - local and global IT projects – acting as an extension of the wider Global IT team (e.g.  Hardware refresh activity, Office renovation / moves, Business led change where IT needs to be involved).  Proactively stepping up beyond “ticket management” responsibilities to actively add value within the defined region and its sites.

• Deputise for the Regional IT Manager in their absence as the senior member of their regional IT team.

• Act as the Operations IT lead for the Regional IT Manager, monitoring service queues and working closely with our major support vendors to ensure IT support meets or exceeds stakeholder expectations.
• Supporting with finance and administration activities for the regional IT manager, including areas such as software licence management.
• Drive Continuous Service Improvement & Cost saving opportunities (for example SharePoint cleanup administration, Mobile Phone contracts & usage...)

QUALIFICATIONS

Essential

• Proven IT service/support experience, including working as an IT Site Coordinator (or similar) in sizable, complex businesses for 5+ years
• Strong Customer service skills, with the demonstrable ability to work with users who may not be digitally savvy
• Experience working on a day-to-day basis with senior regional business stakeholders including SVPs and their Executive Assistants on technical support matters; directly in person as well as remotely.
• Effective communication skills with end users, ensuring  global messaging is effectively cascaded to the region/countries & sites.
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• Experience working in a team that is part of a larger global IT organization with peers located across multiple time-zones who you need to collaborate with on a daily basis
• Working with outsourced service providers to deliver end user support services smoothly and seamlessly.
• Previous experience in supporting and troubleshooting Hardware issues (e.g vendor’s such as Lenovo / Dell / HP and other global EUC device hardware, such as Apple (Macbooks, iPhone and iPads)
• Experience implementing and supporting VC/AV rooms in sites of more than 200 staff
• In-depth knowledge of Windows, Mac OS, Microsoft Office 365, AD, and other desktop related technologies.
• Experience using ITSM tools (ServiceNow or similar)
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners in sites working with our 3rd party global partners
• Experience coordinating IT incident & request management for a customer base of over 500 users, ensuring SLAs are met.
• Strong troubleshooting and critical thinking skills, Ability to problem solve and make design decisions based on analytics.
• Willingness to learn, observe and take direction but crucially take the lead in the region for continuous improvement activity supporting the Regional IT Manager
• Proactive approach – take initiative to do what’s needed for the business.
• Ability to collaborate effectively with cross-functional teams

Desirable

• Degree in Computer Science or Management Information Systems
• Strategic thinking and strong follow through and project management skills
• Experience working with financial tools and managing IT budgets (e.g. tools such as Ariba, SAP, Excel)