Regional Manager, L1 Support

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption.

Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023.

With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents .

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.

Join us at Landis+Gyr, where we manage energy better!

Key Responsibilities

Operations (35%)

• Manage Regional L1 Support strategies and Roadmaps for all End User Desktop and peripheral devices.
• Accountable for L1 support remediations, including the interactions between other functional teams and leads.
• Vendor Management and Support
• Staff management in line with business expectations
• Contribute to global forums and projects as a representative for Client Services.
• Risk Mitigation strategies
• Contribute to a Reliable and Robust End-user computer environment.
• Development and empowerment of IT staff members.
• Manage the lifecycle and operational use of assets in relation to this role (i.e., licensing, computers, copiers & mobiles) and ensure requests are well managed.
• Strong stakeholder management and engagement.
• A reliable and secure environment adhering to corporate standards including vulnerability management and enforcement.
• Strong focus on change management and delivery of new technologies and solutions from other areas of IT.
• Management of the onboarding / offboarding process in relation to client services and integration of other departments and tools.

Projects / Continuous Improvement (15%)

• Be competent to Lead regional, and country-level IT projects, including developing project plans and documentation.
• Ensure continuous improvement activities are defined in the current state with a clear roadmap to deliver the end state.
• Identify strategies to ensure high-level operational uptime in line with best practice, whilst ensuring security, compliance, and governance are adhered to at a global and regional level and appropriate escalations are in place.
• Look for new opportunities to improve the operational effectiveness of the End User Compute environment.
• Establish and manage test environments prior to any operational deployment and relevant documentation.
• Review and take action on negative customer feedback and appropriate plans in place to address.
• Monitor and improve quality of tickets from internal and external support.

Documentation / Governance (10%)

• Process alignment to ITIL (including, change, Incident and problem) and work with other functional teams for alignment.
• Planning and coordination of ongoing user training and education
• Follow existing Landis+Gyr processes, policies and procedures. Develop new ones where current ones are insufficient

Corporate Citizenship (5%)

• Manage Energy Better : Consciously drive for continuous improvement in reusing, recycling, or reducing waste.
• Maintain awareness of identified and potential health and safety, quality, and environmental aspects within the workplace and their impact, including the reporting of any accidents / incidents / near misses or hazards
• Act responsibly to meet the objectives / requirements at the appropriate level as described in the Health, Safety, and Injury Management Responsibilities Policy

Key Metrics (35%)

• Responsibility for the implementation and adherence of the agreed internal and external SLAs + KPIs in line with best practice.
• Achieve customer survey feedback of 4 (out of 5)
• Supports and adheres to the Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to the Company’s Code of Conduct and Ethics Policy.
• Represent the Company in a positive, professional manner when working with both internal and external customers.

Education & Experience

Required Minimum Level of Education : Bachelor's Degree

Required Minimum Years of Experience : 7+ to 10

Desired Education / Experience :

• Bachelor’s degree in computer science, business administration, electronic engineering or similar, or relevant industry experience.
• Project Management experience highly desired
• Working in an ITIL environment
1 day ago