Technology Services Delivery Specialist

Há 7 dias

Contagem, Brasil Selpe | Trabalhe conosco! Tempo inteiro

Owns the tactical leadership of users support, including definition and reviews of SOPs, guidelines to third parties, plus service delivery audit;
- Tactical management of vendor partnership for the ongoing operations within the region for hands and eyes support within the region;
- Coordinate the operations for L1 according to the established processes and IT guidelines in place within Tech Services;
- Works closely with the Tech Services Leadership in region to ensure that the end users are assisted on all their needs with robust processes in place;
- Define track and control the processes to maintain accurate controls on hardware and software inventory for computing, telecommunications and software following the global standards;
- Write RFPs to hire and onboard vendors and follow up the wing-to-wing lifecycle of the vendor while the contract exists;
- Communicate project progress, prioritization status and manage conflicts with third parties and internal teams;
- Partner with Digital Operations Management team to ensure correct monitoring and escalation of regional issues of services under the team capacity;
- Build, deliver and support processes to manage technical debt for the areas related to Tech Services.
- Master's/Bachelor on STEM courses, Information Systems and Computer Science preferred;
- Working knowledge of enterprise tools management, such as ServiceNow;
- Working knowledge of IT Vendor management and contract management;
- Understanding of network, UC and identity management concepts;
- Experience on ITIL framework and follow Incident, Change and Problem management practices;
- 5+ years of service delivery experience;
- Past solid experiences on project management role;
- Advanced English required, with ability to join calls and fully understand and participate on discussions, as well as advanced reading and writing skills;
- Strong background working in other types of manufacturing industries desired;
- ITIL V4 knowledge and/or certification is a plus.

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