IT Sis Zone Manager
hace 7 meses
**What you’ll do**:
The primary function of this position is to manage the overall operational excellence of the IT Zone Support Team. You will manage and coordinate escalations across various global product teams, be accountable for Zone-related escalations, and lead global improvement initiatives. You will be also responsible for supporting team allocations to sites, providing insight on capital spending and expenses to sites, providing budget, forecasting, and ensuring actual spending.
Essential Functions:
- Day to Day IT ownership for the sites within their zone
- Accountable for site-related critical/high incidents
- Responsible for site operational excellence, site health & site customer experience
- Ensure appropriate deployment of standard ITSM processes of change management, incident management, problem management, and project management to drive efficiencies, improve customer satisfaction, and drive compliance with operational metrics
- Partner with asset management in procurement, inventory as well as the overall client lifecycle. Ensure software standards and license compliance
- Provide insight on capital spending and expenses to sites, provide budget, forecast, and ensure actual spending
- Advocate, influence, and assure compliance with IT standards and policies
- Stay current with industry trends in information technology advancements
- Lead a technical team within a Zone; provide guidance on strategy and finance
- Partner with Business Relationship Managers and Product Owners to ensure support for site needs
- Manage user experience and satisfaction at Zone level
- Influence customers to drive IT standards and foster the education of customers with each interaction
- Share information about best practices with end users to increase user satisfaction and productivity
- Manage and coordinate escalations across various product teams
- Lead global improvement initiatives
- Balance workload and employee resources within the organization
**Qualifications**:
- Bachelor degree
- Relevant IT leadership experience within a large global company
- Working knowledge of IT infrastructure - PC’s, network, servers, storage, phone systems
- IT Service Management (ITIL) experience - asset management, incident management, request fulfillment, problem management, and change management
- IoT and OT knowledge
- Advanced English skills
- Proven ability to successfully manage a team of co-located/remote employees
- Ability to establish and maintain open and candid relationships with employees and customers
- After-hours work/support may be required
- Willingness to travel (up to 25%)
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