06 mar
Atento
Bogotá
Global IT Service Manager
The Global IT Service Manager for Atento is based in Colombia and works in a hybrid mode. This role serves as the focal point for any IT service demands from the business towards all regions.
The position involves constant contact with various business and IT stakeholders to ensure IT services are properly delivered and aligned with business needs.
Key responsibilities:
- Develop and maintain strong relationships with key stakeholders in business units across all countries, including Functional Leads and BU’s leads by understanding stakeholders strategies, needs and goals by regularly engaging in conversations to uncover their challenges and objectives.
- Identify initiatives (issues, needs and opportunities)
of process/business units in scope by engaging with the key users, Business Process Lead, managers and executives; gather high-level business requirements and context, develop IT strategies to define feasible solutions (including identifying new products for non-standard demands) and conduct project maturity process to get an initiative converted into a project.
- Maintain constant (timely, relevant and proactive) communication with all stakeholders, keeping them informed about the status of projects and initiatives as needed for any situation, identifying and addressing issues before they escalate discussing progress and addressing any concerns to find solutions that benefit both parties.
- Ensure adequate communication to the General Managers and their staff by sharing IT metrics, governance processes, project statuses and budget performance.
- Ensure business value is captured, realized and optimized by talking value early, strong business case development, managing expectations and identifying opportunities to further improve value.
- Lead and mentor a high-performing IT team.
- Ensure & measure that all Global IT policies are implemented and followed by IT Operations and all activities are compliant with these policies.
- Continue to lead as a key stakeholder the ServiceNow development team to further develop and enhance the use of ServiceNow throughout Atento, ensuring a clear delivery schedule with priorities set across product houses and regions.
- Lead the change across the IT shared services: Network Operations Center (NOC) and service desk strategy globally.
- Optimize the IT Service Desk operation using automation of tasks (AI/ML) with the correct levels of staffing for higher touch/value tasks.
- Define plan and forecast staff requirements across the IT Service Desk ensuring the correct skills and competences are in place.
- Be an effective team member across process management teams providing input against change & problem management, ensuring the correct interlocks exist with configuration management.
- Define, maintain and improve ITIL processes.
- Introduce innovative, differentiating infrastructure and operations capabilities that enhance our overall competitive capabilities and enhance employee productivity.
- Build successful stakeholder relationships with other IT and business key stakeholders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of IT services to meet those needs.
- Improve IT resilience by executing strategies that improve reliability, tolerability, and disaster recovery readiness.
- Ensure client service delivery meets the standards outlined in the Master Service Agreement (MSA)
and Service Level Agreements (SLAs) maintaining high levels of client satisfaction.
- Act as the primary point of contact for clients, managing relationships and addressing any process or functional escalations promptly and effectively.
- Provide regular reports on site operations, client service delivery and escalation management to C-level executives.
- Ensure operational excellence in IT Incident Management and problem resolution.
- Ensure critical performance SLAs and KPIs are regularly reported upon and shared with Senior Leadership and Client Engagement partners.
- Continuously carry out performance reviews of technology services and propose improvements.
- Carry out the control of fixed and variable costs (COF and COV) and budget related to technology services, ITSM tower.
Requirements:
- Experience in managing IT infrastructure;
- Bachelor's degree in Systems Engineering, Electronics, or related fields, or equivalent experience in IT management and an MBA;
- Knowledge of IT processes and Project Management;
- Familiarity with end-user devices (desktops, laptops, mobile devices, and tablets) and experience managing technology infrastructure support teams;
- Proficiency in administering Microsoft Office 365 tools, Windows 11, Active Directory, SCCM, Intune, Windows Defender, Microsoft ATP, and other key technologies;
- Knowledge in managing networks, telecommunications, hardware, and cabling;
- Advanced English proficiency;
- Strong organizational skills, ability to work under pressure, and meet tight deadlines;
- Ability to work in a team and foster cooperation among different departments and multidisciplinary teams.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Outsourcing and Offshoring Consulting
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