Mgr Infrastructure & User Services

As part of the IT Workplace & End User Services team, you will lead the infrastructure analyst team, overseeing the infrastructure operations across the European and African region. This role acts as a senior technical advisor and operational leader for the regional Infrastructure Analysts, accountable for the team performance, , service delivery, and continuous improvement, aligned with global IT standards.

In your role, you will contribute to the management of Microsoft 365 services (Teams, SharePoint Online, OneDrive, Outlook), identity and access governance in Active Directory and Entra ID, and endpoint services. You will also drive operational coordination, ticket governance in ServiceNow, and act as a bridge between regional teams, global IT leadership, and external service providers.

Build and maintain a collaborative environment between the infrastructure teams, service desk, and global IT functions, to ensure service stability, improve processes, and enhance the end-user experience across the region..

- Bachelor’s degree in related field.

- 5–10 years of progressive experience in IT infrastructure, end-user services, or workplace support environments, including demonstrated experience in team leadership or people management (direct or matrix).

- Strong stakeholder management and communication skills.

- Experience managing delivery in a regional or multi-country environment.

- Solid understanding of infrastructure operations and service management frameworks.

- Strong knowledge of Microsoft 365 ecosystem (Teams, Outlook, SharePoint, OneDrive).

- Experience with Active Directory and Entra ID (identity and access management).

- Understanding of endpoint management tools such as Intune.

- Working knowledge of networking fundamentals (connectivity, VLANs, Wi-Fi, VPN).

- Experience with ServiceNow (incident, request, and knowledge management).

- Experience supporting enterprise hardware (Lenovo, Dell, and similar).

- Strong communication and stakeholder management skills, with ability to interact across regions.

- Ability to coordinate tasks and priorities in a fast-paced, global environment.

- Strong problem-solving skills and attention to detail.

- Ability to work independently while also collaborating with cross-functional teams.

- Good written and oral communication skills.

- Good organizational skills and strong attention to detail.

- Participate in on-call rotation should be required.

- Advanced English (mandatory); Other local language are a plus.