Regional IT Service Delivery Manager - Americas

 

About Flora Food Group

We offer consumers a compelling choice in four growing categories: butters and spreads, creams, liquids and cheeses. We hold leadership positions in many of the 100 countries we operate in, with iconic brands including Flora, Becel+ProActiv, Blue Band, Country Crock, I Can’t Believe It’s Not Butter, Rama, and Violife, together with our local brands and Professional business.  

Global branded food champion Flora Food Group, offers the next generation of delicious, natural, nutritious food. Our products are more affordable and more sustainable than their dairy equivalents.  

 

About the position  

Location:  Hackensack, NJ office

Hybrid with shuttle service provided for NYC-based employees

Salary: up to 150K

Role Summary: 

The IT Regional Service Delivery Manager – Americas plays a crucial role in ensuring seamless, localized IT service delivery to meet the specific needs of the business. Positioned as a key interface between the local business and local and global IT services provision, the RSDM works closely with regional stakeholders to align IT support with operational goals. This role emphasizes proactive engagement with the business, driving service improvements, resolving issues through escalation when needed, and ensuring that IT services underpin effective business performance. 

Key Responsibilities: 

1. Stakeholder Management.  Proactive engagement of regional business stakeholders to manage expectations, issues and opportunities, point of escalation, obtaining service feedback, managing expectations and better understanding current and future service needs.
2. Service Operating Model Design.  Ensuring the local IT service operating model is based upon clear responsibilities, roles, processes and policies, underpinned by efficient and effective service and support contracts with all suppliers.
3. Innovation & Change Management

Help regional leadership to channel their demand for innovation and/or solution changes into the Global DT&D organization for solutioning.  Actively promote re-use of core and common global solutions.  Manage delivery of portfolio of local projects, and lead local activities required to deploy solution delivered by globally managed projects. 

1. Supplier Management

Oversee the performance of local IT suppliers, ensuring they meet contractually agreed service levels and, in so doing, deliver the required customer experience. Working with Procurement, manage the procurement and contract lifecycle for local IT services, ensuring cost efficiency and compliance with organizational standards. 

1. Governance Risk and Compliance

Ensure that local IT and cyber security related business risks are being proactively managed and that agreed IT General Controls are being consistently. Ensure agreed IT processes are being  followed, and required standards are being achieved. 

1. Continuous Improvement

Champion a pre-emptive and proactive approach to IT service delivery, driving initiatives to improve efficiency, user experience, and service effectiveness. 

1. Service Management

Ensure local IT issues and service requests are being proactively monitored and managed; routine technology management activities are happening, services are being documented, future service demand needs forecasted and processes for onboarding / offboarding provide excellent experience. 

1. VIP & Key-Event Support

Ensure all “registered” VIPs receive the expected “white glove” experience, and that all key buiness events are proactively prepared and managed to deliver heightened support requried for success. 

Support Global VIP Support lead in ensuring heightened local support is provided for all agreed “Key Events” (eg. ExCo meetings, Regional LT Meetings, Townhalls, Annual Sales Conferences, Customer Site visits, etc). 

1. Financial Management