Track Lead - Program & Project Management

Sao Paulo, São Paulo

Job Summary

Regional Service Manager

Key Responsibilities

Provide effective IT support for the Client businesses in the NORTH AMERICA region • Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region • Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Client users with their end-point devices • Oversee activity and responsibility of remote campus engineers • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations. • Champion ITIL standards across teams • Review and approve knowledgebase articles for accuracy and relevance

Skill Requirements

achelor\'s degree in Computer Science, Information Technology or Business Administration • Seven (7) years of experience in information technology, including five (5) years’ experience supporting infrastructure technologies. • Excellent interpersonal and communications skills. • Strong technical skills and experience with core infrastructure concepts • Hands on experience managing infrastructure projects • ITIL certifications preferred • Advanced level English as well as local language if applicable, written, and verbal • Provide effective IT support for the Client businesses in the Europe region • Work effectively with GIT Infrastructure tower managers and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the North American & LATAM region • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Ensure a thorough analysis of service results and respond to any escalated service delivery issues • Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations

Other Requirements

NA

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