Summary: Seeking a Regional Service Manager to provide effective IT support, manage outsourced providers, oversee remote teams, and champion ITIL standards for client businesses. Highlights: 1. Provide effective IT support for client businesses 2. Manage outsourced international teams and remote campus engineers 3. Assess technology needs and lead improvements of techniques 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 **\#body.unify div.unify\-button\-container .unify\-apply\-now:** focus, \#body.unify div.unify\-button\-container .unify\-apply\-\#body.unify div.unify\-button\-container .unify\-apply\-now: focus, \#body.unify div.unify\-button\-container .unify\-apply\-
João Silva
Indeed · HR
João Silva
Indeed · HR
