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Team Lead / IT CS Operation
In a nutshell
Chandler - AZ, US
Mechanical engineering, Physics, Physics
Introduction to the job
ASML US, including its affiliates and subsidiaries, bring together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.
Role and responsibilities
This is a Team Lead role in the support organization of IT. She or he functions as a leader of a small scaled support team in the US region and accountable from the delivery of the IT activities as agreed with business stakeholders (CS and D&E) and IT Service Providers.
This position will be shaping efficient structures and processes in a high performing organization with business stakeholders, IT and Service Providers to achieve operational excellence. Assuring the availability and performance of the platforms, conform SLA from inception to retirement.
Responsible for leading and for the quality/performance of a small scaled customer facing support team which is responsible from rolling out of new platforms to the customer sites, deployment of new releases and updates to the platforms, platform health and 1st/2nd line of support for field platforms and relevant training environments.
Ensure planned activities as currently staffed by external provider including vendor management
Ensure support is delivered by the team and improved in line with agreed targets and expectations.
Manage external provider KPI and ensure adherence to ITIL standards
Ensure alignment in the way of work with the world-wide team including local CS stakeholders
Align and partner with Veldhoven team; platform installation PLs that operate in Customer Support business sector, with the D&E organization on the handover and with the Service Delivery Manager and Resource Manager on overall planning and coordination.
Manage dependencies and expectations from multiple parties and integrating to provide a single business-facing service.
Provide an escalation and arbitration level for platform issues which are in scope, leading escalations with customers
Drives the IT-business relationship management & understands business priorities and expectations.
Customer alignment and communication
Provide insight on the overall performance of the team and the strategy on improving the way of work/ processes.
Education and experience
Master degree or equivalent combination of education and experience.
5+ years of experience in relevant business and/or IT roles (Project Lead)
Experience as an IT operations manager is a big plus (or equivalent)
ITIL certification (or equivalent) is a must
SW Release management process knowledge
Agile/SAFe methodology knowledge
This position may require access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require the Company to proceed with candidates who are immediately eligible to access controlled technology.
Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following skills:
Excellent relationship and stakeholder manager since platforms are involving multiple organizations within ASML (D&E, CS and IT)
Taking and driving end2end ownership.
Can observe andrespond to people and situations and interact with others encountered inthe course of work.
Must be able toread and interpret data, information, and documents.
Strong customerfocus and commitment to customer satisfaction through prioritization,quality, efficiency and professionalism.
Proven ability toperform effectively in a demanding environment with changing workloads anddeadlines.
Resultdriven-demonstrate ownership and accountability.
Identifiesbottlenecks and drives improvements.
Demonstrate open,clear, concise and professional communication.
Ability toestablish and maintain cooperative working relationships with manager,team, co-workers and customer.
Fluent in English
Diversity & Inclusion
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.
EOE AA M/F/Veteran/Disability
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