Regional D&O; Specialist, Americas
Mission:
- Manage and deliver a stable support service reducing the escalation volume in the region
- Keep level of a positive IT service survey higher than 90%
- Maintain the level of aged incidents affecting the business lower than 9%
Tasks:
- Act to collaborate and lead initiatives/projects as part of the business demand.
- Accountable for the adherence of integral processes in the region.
- Ensure the organization needs are aligned with the security policies and processes implemented.
- Lead & Develop Regional IT Demand & Operations team as a global service organization.
- Accountable for major incident coordination, involving all necessary teams to solve the situation.
- Optimize costs, services scope and quality of the day-to-day operations and projects.
- Ensures compliance on the region of global IT processes and users policies.
- Constant service review for cost optimization.
- Minimize impact to the organization, and ensure change management processes are followed.
- Reduce exposure to IT-related risks,
information assets and technologies.
- Ownership of multidisciplinary IT projects management.
- Develop our people and the partnership with our external providers.
- Keeps alignment between 1st and 2nd level support processes with all IT functions.
- Encourage and promote security awareness for all employees.
Knowledge, experience & skill requirements:
- A person with the positive energy to contribute to the business results using technology.
- Well rounded multidisciplinary expert knowledge with specialization in all aspects of IT and with a strong financial background.
- International functional and operational expertise in IT Infrastructure and support operations.
- Excellent understanding of Business Processes.
- Experience with gap analysis, understanding and documentation.
- Experience managing IT projects in industry is a plus.
- Must be committed to providing the highest level of customer service possible.
- Superio