Regional IT Demand & Operations Service Manager

 

Regional IT Demand & Operations Service Manager 

 

Mission: 

• Manage and deliver a stable support service reducing the escalation volume in the region
• Keep level of a positive IT service survey higher than 90%
• Maintain the level of aged incidents affecting the business lower than 9%

 

Tasks: 

• Act to collaborate and lead initiatives/projects as part of the business demand.
• Accountable for the adherence of global processes in the region.
• Ensure the organization needs are aligned with the security policies and processes implemented.
• Lead & Develop Regional IT Demand & Operations team as a global service organization.
• Accountable for major incident coordination, involving all necessary teams to solve the situation.
• Optimize costs, services scope and quality of the day-to-day operations and projects.
• Ensures compliance on the region of global IT processes and users policies.
• Constant service review for cost optimization.
• Minimize impact to the organization, and ensure change management processes are followed.
• Reduce exposure to IT-related risks, information assets and technologies.
• Ownership of multidisciplinary IT projects management.
• Develop our people and the partnership with our external providers.
• Keeps alignment between 1st and 2nd level support processes with all IT functions. 
• Encourage and promote security awareness for all employees.

 

Knowledge, experience & skill requirements:

•  A person with the positive energy to contribute to the business results using technology.
• Well rounded multidisciplinary expert knowledge with specialization in all aspects of IT and with a strong financial background.
• International functional and operational expertise in IT Infrastructure and support operations.
• Excellent understanding of Business Processes.
• Experience with gap analysis, understanding and documentation.
•  Experience managing IT projects in industry is a plus.
• Must be committed to providing the highest level of customer service possible.
• Superior organizational skills with ability to prioritize work-load.
• Understanding and Experience working with ITIL foundation methodology and metrics.
• Ability to act as an onsite single point of contact hands on oriented.
• Must have demonstrated project management abilities.
• Passion, commitment and taking ownership.
• Proactive, pragmatic business partner with hands-on "can do" approach. 
• Great service attitude and communication to support IT project and delivery execution.
• Analytical, conceptual problem-solving mindset
• Experience with quality assurance and support with multiple level of external vendors
• Excellent verbal and written communication skills and must possess strong problem-solving skills.

 

Requirements:

• A bachelor degree
• PMP and/or ITIL Certification (desirable) 
• Advanced english (requirement) 
• Portuguese (desirable)
• Must be willing to travel up to 20% of the time
• 7 to 10 years of International/multicultural experience
• 5 to 10 years experience within IT Operations