Service Delivery Lead

Passionate to eat better and grow their own, Infarm was founded in Berlin in 2013 by Osnat Michaeli and the brothers Erez and Guy Galonska. With the aim to share the goodness of own-grown produce with everyone, they developed a smart modular farming system, that allows distribution of farms throughout the urban environment, growing fresh produce in any available space and fulfilling any market demand. 

Today, with cutting edge R&D, patented technologies, and a leading multi-disciplinary team, Infarm is growing a global farming network helping cities become self-sufficient in their food production while significantly improving the safety, quality, and environmental footprint of our food. 

Be part of the Infarm (r)evolution and help people to take back ownership of their food. 


Who You Are:

  • You're excited about our vision to reshape the food industry.
  • You believe diversity, collaboration and teamwork are key drivers for success.
  • You thrive in an environment where you can take ownership and solve hard problems.
  • You love a challenge and want to do well while doing good.
  • You want to expand your horizons and grow with us as we grow.
  • You are technically oriented and enjoy solving problems.
  • You take your responsibilities seriously and feel that IT is a core part of any company
  • You are continuously learning new things and keeping up to date with new technology and best practices.
  • You like the idea of working in a rapidly growing scale up environment.

Responsible for the service delivery management for Infarm. Hands-on technical experience in leading and managing service desk for global users and remote support teams. Candidate needs to work on implementing the best ITSM policies, process and improvement of IT services. Work and support the company’s business users and meet service requirements, using a set of well-defined best practices, based on ITIL and ITSM processes. Responsible for leading Helpdesk, establishing, measuring and reporting on Key Performance Indicators (KPIs), quality, knowledge, CMDB and Asset Mgmt. This role requires skills on strong problem-solving, analytical,operational stability and End-User satisfaction.

 

Role and responsibilities:

  • Lead and Manage IT Service Desk, execution of the process design, roadmap for ITIL processes and deployment across Infarm different locations
  • Monitor the daily volume of tickets generated ensuring all issues and requests are resolved in a timely manner with highest customer satisfaction.
  • Operation and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
  • Responsible for standardized processes for IT Service Desk and End User Devices including deploy, support, repair and refresh strategies to maintain reliability
  • Strong emphasis that all processes used by the Service Desk are thoroughly documented, audited and, maintained updated 
  • Provide leadership, mentorship and motivation to Helpdesk, support and operation
  • Ensure that users’ satisfaction is consistent, collate data and drive action complaint and escalations, work on strategies to maintain or improve on the quality of service 
  • Hold weekly, monthly performance meetings with teams, partners and publish reports 
  • Owns onboarding, off boarding process, drive automation, user induction programs 
  • Research, Identify, and develop key service level targets, metrics and reports that measure the quality and effectiveness of services.
  • Review incidents and request tickets for quality, content, proper work notes, routing, first-call resolution, and problem detection and triage of incoming tickets.
  • Create and publish Reports on ticket trends, SLAs, average ticket resolution time, develop metrics to evaluate technical issue response time and resolutions.
  • Create training plans / documentations and provide live training for IT Systems Capture relevant documentation within the Knowledge Base in Jira/Confluence.
  • Provide guidance for in-depth technical expertise and support across the lifecycle management of all endpoints such as Desktops, Laptops, and cell phones etc.
  • Provide inventory control and lifecycle asset management for end user computing devices. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
  • Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app roll out and hardware upgrades.
  • Partner and collaborate with other teams to deliver a holistic ITSM program, SOPs, Documentation, monitoring tools, governance and reporting. 
  • Review, approve and enforce compliance & other IT policies in Service delivery
  • IT help desk staffing, shift scheduling, hiring, monitoring and reporting

Experience:

  • Minimum 8- 10 years of related experience in a large organization at enterprise level, preferably in a similar industry, FMCG, Manufacturing, financial or IT 
  • Strong knowledge Jira/Confluence, Win10, Intune, Asset Mgmt .and Google Suite
  • Project Management and Support team management experience 
  • On site and offshore support team, NOC and SOC service management experience 
  • Understanding on performance diagnosis, repair and replacement of hardware such as motherboards, RAM, Laptop screens, keyboards, CPUs, USB ports etc.
  • Implementation experience of Service Management tool (Service Now/BMC Remedy/Sapphire or similar), IT Asset management system as part of ITIL process
  • Implementing modes of support channels (i.e. call, web, mobile, chat, self-services tools)
  • Experience in using office products i.e Visio, MS Project, PowerPoint, Excel and Word.

 

Certifications Desired 

  • ITIL v3/v4 Foundation Certificate. ITIL Intermediate certifications are an asset.
  • Solid understanding of network (WAN, LAN, VPN), telephony systems and print services. Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration)

 

Qualifications  Bachelor’s degree in Science, Computer Science or equivalent 

 

Required soft skills and competencies 

  • Must possess excellent interpersonal skills to work with vendors and the technical IT team
  • Project Management experience for handling large network and security projects
  • Good communication skills, both written and verbal, and excellent presentation skills
  • Demonstrated strong work ethic and commitment to professional continuous development
  • Self-starter, Self-Driven, Ability to direct resources 
  • Able to manage vendors on problem tracking, quality, deliverable, timely responses
  • Very strong negotiating skills, clear thinker, able to perform under pressure
  • Calm, and even tempered in handling stressful situations that require composure
  • Change Management 
  • Effective decision making
  • Leading and communicating with internal, external team and vendors
  • Collaborating and partnering
  • Managing quality of service
  • Cross group collaboration
  • Planning & Decision Making 
  • Customer Centricity 
  • Prioritizing and organizing work
  • Strong analytical / problem solving skills
  • Critical Thinking

What we offer

  • Take opportunities: Join Infarm as we expand across the globe and change the future of farming
  • Drive Impact: Be a true partner to the business, working closely with top-level managers
  • Accelerate Growth: A friendly work environment with a diverse group of motivated, talented, and visionary colleagues
  • Stay up-to-date: Regular global & regional All-hands meetings and Lunch & Learn sessions
  • Meet your colleagues: Join our employee resource groups or (virtual) company activities
  • Take some time off: 30 days of annual paid time off, and an extra day off on your birthday
  • Be well: 24/7 professional counselling and various internal Health & Wellness initiatives (Yoga, Diet & Nutrition, and many more) 
  • Travel to Work: Free monthly BVG ticket and subsidized Swapfiets Bike Program
  • Enjoy your meal: Choose between subsidized meal vouchers or a free onsite lunch, and additional snacks & drinks 
  • Save Up: Subscribe to your corporate pension scheme and look out for corporate discounts with more than 800 brands

Infarm is an equal opportunity employer. We strive to grow an inclusive environment, where everyone can thrive, regardless of your background and circumstances. We nurture diversity because we appreciate the uniqueness and differences between people. Each employee’s distinctive experiences, perspectives, and viewpoints helps us build a resilient environment, where we can all learn, grow, and create great things together. All applicants are given equal opportunity regardless of age, gender identity or expression, language, disability, ethnic origin, national origin, religion, belief, culture, socio-economic status, or sexual orientation.