IT Operations Manager for HR & Legal

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. They deliver an innovative, science-based portfolio of premium flagship brands and services spanning Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. Founded in 1981, Galderma focuses on the human body's largest organ - the skin - partnering with healthcare professionals to meet individual consumer and patient needs with superior outcomes.

• Minimum of 5 years’ experience in IT service management, including escalation management.
• Strong technical background with experience in vendor management, ensuring delivery against agreed timelines and processes.
• Experience overseeing IT project scope, including software development and support activities.
• Proven experience in root cause analysis (RCA) and ticket management.
• Familiarity with key tools and technologies such as ServiceNow, Jira, and Azure DevOps.
• Exposure to Workday and PeopleDoc.

• Accountable for HR & Legal Applications service continuity, ensuring high levels of service availability through appropriate monitoring and preventative actions.
• Build and maintain operational activities for HR and Legal applications in cooperation with IT Service Owners and IT Solution Architects.
• Lead the transition of build activities into support, ensuring smooth handover through agreed planning, documentation, and knowledge transfer sessions in collaboration with project and delivery teams.
• Manage day-to-day IT operations for the assigned HR and Legal application services, including planning, supervising execution of activities, managing escalations, and reporting delivery progress to stakeholders.
• Own key service delivery processes, including request, incident, problem, and change management, driving efficiency, prioritisation, adherence to target timelines, SLAs, and support standards.
• Analyse incoming application/service requests and ensure proper classification by relevant application teams, routing them through agreed processes.
• Support Major Incident and critical situation resolution involving HR and Legal applications.
• Participate actively in defining new supplier agreements related to operational activities and service levels, and monitor/report on performance in line with Galderma’s framework.
• Contribute to the HR & Legal Applications Service Catalogue, supporting decisions on service introduction, retirement, and end-user support requirements.
• Continuously analyse operational performance, identifying recurring issues, gaps, and potential risks, and implement mitigation and improvement plans to ensure high-quality service delivery.
• Ensure compliance and maintenance of service documentation, including the Configuration Management Database (CMDB), activity records (via ServiceNow), and related systems.