IT Service Support Regional Manager

Responsibilities

• Manage 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.
• Ensure seamless integration of 1st and 2nd level support.
• Provide best-in-class support to Business Unit customers according to the agreed service levels.
• Deliver IT services support and value to the business area.
• Maintain customer satisfaction by successfully managing all service areas that impact client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
• Develop and maintain relationships with IT and Business leaders, and contracted suppliers.
• Act as the liaison between IT Leadership and Business Unit Leadership; relay business requirements of the customer to IT Leadership.
• Ensure customers’ priorities for new or changed products and services align with desired business outcomes.
• Mediate conflicting stakeholder requirements appropriately.
• Handle stakeholders’ complaints and escalations through a sympathetic yet formal process.
• Track customer and technology trends that could impact customer perception and service provision.
• Ensure all technical solutions deployed follow the standards in place within the group.
• Define and implement service enhancements to improve the reliability, usability, security, supportability, and performance of the desktop environment.
• Support projects to transfer their delivered services into the run organization (service introduction).
• Manage and participate in timely and effective incident, request, and problem resolution, including system and service interruptions.
• Enable service restoration activities, including being available to join restoration bridge calls during off-hours (24/7 on-call support).
• Develop, maintain, and align with policies and procedures as they relate to IT Operations support and regulatory controls; participate in program audits.
• Provide continuous process improvement through Incident Management and Problem Management.
• Support the Change Advisory Board functions and responsibilities.
• Ensure appropriately skilled and trained resources are deployed into the service and that they work 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 with all 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.

Requirements

• Graduate degree in Business or Management, Computer Science, Engineering, or related discipline with an IT focus.
• Strong MS Office (Word, Excel, Outlook, Access, Project) experience.
• 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, other IT managers, staff, and diverse constituencies.
• Ability to work decisively under heavy workload considering criticality, urgency, and extended work hours required to ensure service availability in accordance with 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, and assertiveness.

Physical/Mental Demands

• Ability to stand, sit, walk, use hands and fingers, and talk.
• Visual requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Working with electrical equipment, wiring, and network cables.

Working Conditions

• Work in an office environment 100% of the time.
• Work in front of a computer terminal for the majority of the day.
• Noise level is usually moderate.
• 25% travel required.