POSITION SUMMARY

JOB RESPONSIBILITIES

• Manages regional and local stakeholders’ expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support.
• Oversees the resolution of all priority #1 and #2 incidents and their underlying causes.
• Acts as primary escalation point for service issues and drive the escalation process for live service to rapidly resolve service-related issues.
• Executes the incident and problem management processes for regional incidents.
• Oversees the resolution of all priority #1 and #2 incidents, acts as primary escalation point for service issues, and executes the problem management processes for regional incidents.
• Ensures Service Desk provides effective service to regional and local business stakeholders.
• Develops service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements.
• Ensures Service Level Agreements (SLAs) are managed and reviewed in line with business requirements and the Service Catalogue is developed with regional and local business stakeholders.
• Executes the seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels.
• Provides regular service reporting to regional and local stakeholders on IT performance and SLAs.
• Delivers business alignment and IT service continuity planning with the regional and local business stakeholders.
• Operates contracts, conduct governance and service reviews and manages service improvement initiatives with local tier 2 and 3 vendors.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Information Technology or related field
• Advanced degree (MBA, Master’s) preferred
• 6+ years of previous IT service management or delivery role operating with complex IT services and environments experience; or equivalent combination of education and experience
• Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement
• Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management
• Self-motivated with critical attention to detail, deadlines and reporting

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.

• Reasonable accommodations may be made to enable individuals to perform the essential functions.