GCC IT Operations Lead

Syensqo is all about chemistry. Were not just referring to chemical reactions here but also to the magic that occurs when the brightest minds get to work together. This is where our true strength your future colleagues and in all your differences. And of course in your ideas to improve lives while preserving our planets beauty for the generations to come.

About the job

GCC IT Operations lead will be responsible to manage 24*7 operations where he/she will need to take incharge of People Shifts Reporting escalations management etc. This roles requires to lead different support team working during the shifts (transversal support).

Key Responsibilities

MIS Reporting & KPI Governance

Define document and govern service reporting requirements aligned with ITSM/service delivery goals.

Design and maintain KPI frameworks (e.g. incident volumes SLA compliance MTTR backlog CSAT/Happy signals change success rate problem trends major incident metrics request fulfillment performance).

Ensure KPI definitions calculation logic and data sources are standardized and auditable.

Dashboard Creation & Visualization

Build and maintain executive and operational dashboards for Service Governance reviews (daily/weekly/monthly).

Create role-based visualizations for stakeholders (Service Managers Operations Leadership) with drill-down capabilities.

Ensure dashboards highlight trends risks early-warning indicators and improvement opportunities.

Service Governance Insights & Analysis

Analyze incident/service trends and identify systemic issues recurring patterns and improvement areas.

Provide actionable insights and narratives for governance forums (e.g. service review meetings performance reviews).

Conduct deep dives on KPI deviations and recommend corrective/preventive actions.

Resource Utilization & Capacity Reporting

Develop reporting on resource utilization capacity workload distribution and demand trends (where tooling/data allows).

Support forecasting and planning by linking workload trends with staffing and delivery performance.

Process Improvement & Automation (AI/Reporting)

Identify gaps in current reporting processes and reduce manual effort through automation.

Propose and help implement reporting automation including AI-enabled summarization/anomaly detection where feasible and compliant.

Continuously refine the MIS reporting profile (templates frequency distribution lists governance cadence).

Documentation Handover & Knowledge Management

Create standardized handover templates and reporting packs to ensure continuity and consistency.

Maintain reporting documentation: data dictionary report catalog KPI definitions ownership refresh frequency and controls.

Stakeholder & Vendor/Team Collaboration

Collaborate with Service Delivery ITSM teams tool owners and data teams to ensure data accuracy and completeness.

Act as a bridge between business stakeholders and technical/reporting teams to translate needs into deliverables.

Required Qualifications & Experience:

Bachelors degree in Information Technology Computer Science or a related field.

Strong Communication & Interpersonal Skills

Minimum 7 years of experience in Operational Delivery lead or a related role.

Strong understanding of ITIL Concepts ITSM process Major Incident Management & Operational Governance

Excellent analytical decision making & problem-solving skills.

Work in a multicultural Global environment

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live work travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911 we bring great minds together to push the limits of science and innovation for the benefit of our customers with a diverse global team of more than 13000 associates. Our solutions contribute to safer cleaner and more sustainable products found in homes food and consumer goods planes cars batteries smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us regardless of background age gender national origin ethnicity religion sexual orientation ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description we still encourage you to apply.

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