Lead the Workplace Services Delivery manager is responsible for Business HQ LATAM and Panama & Central America geography.
Responsible to provide infrastructure services for all the customers GBUs & GFUs.
Primary point of contact for ITS teams related to the infrastructure and focus on Local Service Operations.
Network and Mobile Services Operations.
Manage local vendors, contracts, purchase process and Infrastructure Services budget.
Lead the Service Level Management, Asset Management, Service Review Governance focusing on the "Service Improvement Plans" for ITS BPs & customers.
Manage and / or support the Infrastructure Services project delivery & business project delivery that requires local services or resources.
Delivery of agreed Service Levels for all infrastructure services (Local or Regional).
Direct management of 1 (one) Infrastructure Services headcounts in Panama.
Indirect management other Infrastructure Services or vendors in the country.
Primary point of contact for other ITS teams related to operations and service level in the country.
Ensures Infrastructure Services deliverables alignment with the business priorities of the country / region integrating the deliver from all Infrastructure Services / Technology Operations.
Accountable for incident, problem management and crisis / escalations that affect the local business or critical systems.
Negotiate, agree and manage operational plans, service level agreements and budgets and monitor implementation to ensure targets are met.
Ensures Infrastructure Services staff use agreed global, standardized IT Service Management processes e.g. for Financial Management, Supplier Management, IT Security, Application Support, Asset Management, Service Design, Service Transition Management, Knowledge Management, Tools & Workflow.
Example Outputs : (a) Service Level Reports, (b) Service Improvement Plans, (c) IT Security Dashboard.
Work with ITS BP & ITS IS Partners to manage a prioritized infrastructure portfolio to ensure coordination of all projects and operational activities
Forecast annual budget requirements for site infrastructure needs
Prepare, submit and manage project proposals and service requests to support site infrastructure activities
Ensure IT infrastructure needs, and costs of site projects are properly identified
Ensures effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports.
Implement appropriate risk management processes and take appropriate and timely actions.
Knowledge & skills
Fluent in English & Intermediate Spanish
Analytical thinking; Financial acumen; Strategic thinking; Influencing and negotiation; Communication and presentation skills; Innovation management
People / team management; Strong Service Management Skills
Academic background :
Computer Engineering, Computer Sciences, System Analysis, Engineering or other similar
Professional experience and knowledge
5-8 years of experience in IT and Manager Role in Service Delivery, Infrastructure Services or Applications; strong service management skills in order to lead meetings and discussions;
Customer and service orientation; Process improvement & Innovation mindset.
Experience managing direct / indirect teams.
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