IT Service Delivery Lead, US & Canada

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General Description of the Role

 

The IT Service Delivery Lead is a key role in the Regional IT team reporting to the IT Country Manager US and Canada, who in turn reports to the Regional Vice President IT Americas located in the Campari Regional headquarters in New York.

This role will be responsible to manage all IT Services for the US and Canada markets, including both the delivery of global services, and the delivery and execution of local services.  This role will work closely with the Global Service Tower Leads acting as the single point of contact for the markets in terms of quality, reliability, and availability of IT services, and will work with local and regional vendors and business partners to delivery local IT services and projects.

 

Mission/Objectives

• Support the businesses in the US and Canada to achieve successful business operations and goals through end-to-end IT service excellence

• Participate in managing the overall service quality, service availability and operational capability in conjunction with all the relevant processes and controls and working with internal and external partners (this would include Help Desk, Telephony, Technology, Applications, and Enablement Tooling/Automation and associated Catalogues/Request Portals/Software)

• On an ongoing basis, participate to the reviewing of local application and infrastructure not within the GSD scope, together with the Country IT Manager and where appropriate manage their transition into global services within the relevant delivery tower

• The individual in this role will understand the business needs of the US and Canada markets, and ensure global and local IT services are designed and executed in line with the expectations of the business

• To support the deployment of change/communication management initiatives in the market, as defined by It Country Manager in alignment with Regional IT Vice President

 

Key Responsibilities and Activities

• Actively engage with the Global Service Delivery team across all ITIL aligned service disciplines

• Oversee and continuously improve IT support and change processes for the US and Canada markets, covering both vendors and business

• Act as the US and Canada focal point for any new IT Service change or introduction, and ensure global service improvements are properly deployed in the respective markets

• Act as the US and Canada escalation point for business-critical incidents and requests, and escalate to internal partners and vendors for action

• Ensure all parties, vendor and business, fulfill their responsibilities and deliverables within agreed service targets and contractual commitments including SLAs and KPIs

• Engage with market key users to understand requirements for service improvement; and work with vendors and global IT team to implement these

• Participate in defining improvements of the ITSM tool in use

• Work with COE and regional IT Business Partners and other service towers to ensure the service transitions are correctly planned and executed according to the define framework

• Ensure clear, accurate and punctual communications in respect of IT operations in the US and Canada markets are effective, accurate and timely

• Regularly align with the IT country Manager and business stakeholders on the Service quality and on the future market priorities

• When necessary, lead and contribute to effective Post Incident Reviews, drive support groups and vendors to proactively identify and resolve problems and known errors

• Actively encourage and drive compliance to key IT Service Delivery Processes according to ITIL framework, market practices and Campari standard

• Support in maintaining local IT vendor relationships, performance and contracts, embedding into the global support model where possible

• Align needed procurement activities with IT Country Manager for required local IT goods and services

• Manage local in-house IT applications and activities, such as basic project management, internal system administration, continuous improvement and business support and contribute to the local and regional IT priorities and plan

• Be the market champion of change and adoption of digital