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: