Syensqo is all about chemistry. We’re 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 lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s 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
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.
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.
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.
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.
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).
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.
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:
About us
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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 13,000 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.
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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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