Local IT Service Delivery

Job Grade:  

Hiring Manager: Amélia Meneses 

Internal Posting Date:  29/07/2025 

​Professional  |  Permanent  |  Full-time  |  Hybrid​

Our Corporate Functions teams make sure everything at Grünenthal runs smoothly by bringing together people with a wide range of skills – from experts in finance, IT, HR, law and compliance through to business strategists and creative media minds. If you’re a great collaborator and a strong communicator, you’ll feel right at home here. Join our team and join forces with colleagues across our business to maximise our company’s positive impact on patients and their families.

Acts as a single point of contact for users for any IT issues and queries. Provides first & technical level support and ensures high quality of customer service and satisfaction. Supports swift service restoration to minimize negative impact on end-users & Grünenthal. Offers Knowledge on technical troubleshooting, processes and procedures. Represents and Supports Global IT towards required interventions and standard maintenances.

What the job looks like:

• Attending calls, responding to inquiries raised by all available contact channels (call; mail ;self-service) within agreed timelines (SLAs);
• Collecting and capturing all required information in the ITSM Tool, categorizing and prioritizing tickets following agreed procedures and processing the ticket closure accordingly;
• Troubleshoot raised tickets using Knowledge Articles and the available information on the Knowledge Data Base;
• Support Operations of All ITIL Functions by proactively spotting trends and disruptions to the agreed processes;
• Support Service Delivery Management by performing non-standard tasks & queries resulting from business needs, contribute for the continuous improvement of the service providing new ideas & suggestions;
• Assist and Assure proper process documentation is in place and reviewed regularly;
• Support Service Transitions & new IT Technologies implementation;
• Ensures quality standards in terms of service delivery;
• Supports any improvements or technological developments in compliance with Global IT guidance and policies;
• Provide “hands & eyes” support for Local infrastructure;
• Ensure Ticket Lifecycle Management – guaranteeing quality service and timely response;
• Escalates whenever appropriate to ensure Service Standards and Customer Satisfaction.

What you'll bring to the table:

• Good written and oral communication skills in English (and other languages if applicable);
• Microsoft Windows & Office support experience (Active Directory / Exchange / Servers & Clients);
• Good understanding of ITIL Processes;
• Excellent Problem-Solving skills;
• Understanding of the business continuity process;
• Customer Relationship – able to establish quick working relationships / empathy with the customers;
• Strong communication skills (able to clearly communicate);
• Teamwork and flexible approach;
• Analytical & Logical thinking;
• Drive and Determination;
• Time Management;
• Ability to work under pressure;
• Decisive judgement – not afraid of taking informed decisions;
• Good interpersonal and coaching skills .

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