Regional IT Demand & Operations Service ManagerMission:- 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 OperationsPowered by JazzHR
