IT Service Support Regional Manager

Under the general direction of the IT Service Support Senior Manager, IT Service Support Regional Manager leads a team of Field Support Analysts to support end users for complex more hands on issues and utilizing methodology that helps in defining, implementing, and improving the support model for the assigned region. The overall target for this position includes:

• Manage the ITSS Field Support Analysts (internal or vendor)
• Ensure seamless integration of 1st and 2nd level support
• Manage Client device strategies
• Establish, Communicate and maintain end users environment standards

 

Key Responsibilities:
• Managing the ITSS Field Support Analysts (2nd level support) regarding processes, tools, and people within their assigned Region and in support to their assigned Business Units
• Ensuring seamless integration of 1st and 2nd level support
• Providing the best-in-class support to Business Unit customers according to the agreed service levels
• Delivering IT services support services and value to the business area
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan)
• Developing and maintaining the relationships with IT and Business leaders, and contracted suppliers
• Act as the Liaise between IT Leadership and Business Unit Leadership.
• Relay the business Requirements: of the customer to IT Leadership.
• Ensure customers’ priorities for new or changed products and services, is aligned with desired business outcomes
• Ensure conflicting stakeholder Requirements: are mediated appropriately.
• Handle stakeholders’ complaints and escalations well through a sympathetic (yet formal) process.
• Track customer and technology trends that could impact customer perception and service provision.
• Ensuring that all the technical solution deployed are following the standards in place whiting the group
• Defining and implementing service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Supporting projects to transfer their delivered services into the run organization (service introduction)
• Managing and participating in timely and effective incident, request and problem resolution, including system and service interruptions.
• Enabling service restoration activities, including being available to join restoration bridge calls during off-hours (24/7 on call support).
• Developing, maintaining, and aligning with policies and procedures as they relate to IT Operations support and regulatory controls.
• Participates in program audits.
• Provide continuous process improvement through Incident Management and Problem Management
• Support the Change Advisory Board functions and responsibilities
• Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards
• Train, coach, and mentor Field Support Analysts (Level 2) including career development. Oversee staff activities. Build and obtain training material for support staff. Manage the employee work schedule and provide backup support.
• Act as the SPOC for the Support Organization, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.
• Conform in all respects with applicable laws, regulations, ordinances, and other orders and to all company policies, procedures, and directives from supervisors.
• Perform other duties and responsibilities as required or requested by management.

Knowledge, Skills, Abilities and Competencies:
• Graduate degree in Business or Management, Computer Science, Engineering, or related discipline with an IT focus
• Strong MS Office (Word, Excel, Outlooks, Access, Project) experience a must
• Certifications: ITIL; CoBIT, CMMI
• Excellent English, both written and spoken; other languages a plus and specific to the assigned region
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
• Ability to manage multi-cultural and multi-located teams
• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Highly self-motivated and directed
• Keen attention to detail
• Capability for problem solving, decision making, sound judgment, assertiveness

Physical/Mental Dem