IT Customer Experience Regional Manager

LLA IT Customer Experience Regional Manager
- Location_
- : Lhoist _,
_São José da Lapa_ (Brazil)

JOB CONTEXT & SUMMARY

The Regional Manager is responsible for directing, managing, planning, organizing, and implementing Customer’s Experience resources, goals and objectives to provide a single point of contact for first level IT support.

He/She’s accountable for a high level of stability, performance, and quality for all IT services, and optimizes the cost effectiveness, the reliability of IT resources and bring more agility in the department.

His/her main focuses include:

- Service desk organization, to ensure continuous and reliable support services towards internal customers.

The Regional Manager is responsible for regional budget preparation, execution, and regular reporting.

He/She plays a key role in the relationship between Global IT and Regional Management, ensuring IT policies, guidelines & procedures are communicated and applied locally. This includes continuous relationship with regional resources from the IT Enterprise Infrastructure and IT Enterprise Applications teams:
MAIN RESPONSIBILITIES WILL BE TO:

- Develop and implement business IT strategy of own responsibility area (IT domain, Regional IT) that aligns with the organization's vision and its current and long-term business objectives;
- Evaluate and prioritize improvements to the organization's IT infrastructure in order to ensure the organization's IT resources are used effectively;
- Contribute to strategic planning and decision-making at senior management level to develop and implement IT strategies that are aligned with the business objectives, and objectives and translate these into annual plans;
- Manage and own IT budget for own responsibility area in line with Group IT guidelines;
- Lead, motivate, delegate and empower the team in the successful performance of tasks and responsibilities while encouraging innovation and also personal growth in career path;
- Implement problem tracking and change verification processes that insure a proactive and cost-effective modification to IT environments and monitors the environment to enforce related policies and procedures;
- Lead and coordinate efforts, in conjunction with the overall IT organization, to maintain and upgrade current systems while directing the systems analysis, in the evaluation, acquisition and installation of new equipment;
- Implement customer service strategies and technologies which optimize effectiveness and reliability of IT resources AND recommend methods, policies, and procedures to eliminate problem reoccurrence or ensure potential problems do not occur;
- Oversee the design, development, and testing of information systems so that they meet the organization's current and future business needs;
- Liaise with functional managers to develop and maintain electronic data systems /solutions that are appropriate for their business needs, integrated with other systems, and consistent with the organization's overall information systems strategy;
- Plan, prioritize, and manage the implementation of system upgrades to minimize disruptions to business activities and use the organization's IT resources effectively;
- Select, and manage ongoing relationships with, external consultants and suppliers (for example, software designers and service vendors) to ensure the organization receives satisfactory standards of service;
- Lead and develop a team of IT specialists to ensure that the IT strategy of the service area is implemented effectively and within established budgets.

COMPETENCIES & EXPERIENCES

Education & Background

Experience
- 4 to 6 years of work experience in General IT knowledge
- Budget and management costs
- Supplier's selection
- IT domain and Net Management
- Leadership and Managing Others
- Systems Implementation (ERP) - Desirable SAP
- Experience in implementation of tax, accounting and tax systems;
- Knowledge in Information Security processes / tools
- Deployment of Corporate Networks (MPLS, VPN, SD-WAN)
- Telephone and electronic devices systems
- Collaboration Systems (SharePoint, Video Conference)
- Service Desk Management
- Contracting and negotiation with suppliers in Latin America (RFP)
- Project Management (Planning, Resources, Allocation of Time and Costs);