BAT MEXICO IS LOOKING FOR AN IT SERVICE COORDINATOR

SENIORITY LEVEL: Managerial

FUNCTION: IDT

LOCATION: Monterrey

ROLE POSITIONING AND OBJECTIVES

This role is part of the IT Department.

The role is responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

The perfect candidate should have some hands-on experience in handling day to day defects and issues resolution, managing crises, engaging stakeholders, and coordinating external business partners and vendors. The role would also require understanding/basic knowledge on ITIL principles and IT Service Management tools like ServiceNow.

Reports to: IDT Senior Service Manager

Reporting Level: Managerial

Geographic Scope: Global

WHAT YOU WILL BE ACCOUNTABLE FOR

• Analyses and review Americas, specifically US Services landscape.
• Maintains regular performance review process with both IT customers and service providers including:
  • Outstanding actions from previous reviews.
  • Current performance.
  • Capacity planning.
• Recommend and approve actions to maintain or improve service levels.
• Coordinates and support troubleshooting.
• Initiates actions required to maintain or improve performance and stability.
• Conducts periodic user reviews.
• Ensures appropriate changes are assessed for their impact on service levels.
• Recommending, reviewing and approving Service Improvement Plans.
• Participate in crisis management teams for high priority incidents.
• Evaluation of business risks and issues related to operational incidents and take appropriate and timely actions.
• Engaging partners and handling their expectations on the agreed upon SLAs.
• Provide support in organizational change process coordination.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Bachelor's Degree in Computer Science or equivalent.
• 2 to 5 years of work experience in the management of IT technology and infrastructure services.
• Experience in global organizations using in-sourced and out-sourced IT services and a familiarity with IT services management tool like ServiceNow.
• Knowledge of IT Service Management (ITIL) best practices, including incident and problem management and request fulfilment processes.
• Good oral and written communication skills. Presentation skills is desirable.
• Track record of developing and maintaining positive working relationships with stakeholders.
• Ability to work under pressure and conflict resolution skills.
• Understanding of an organization's IT landscape and services IT provides specifically in the infrastructure and technology areas.
• Innovative thinking with a focus on service quality and improvements.
• Experience in project management principles.
• Background in management and delivery of agreed upon service levels from suppliers.
• Experience managing high severity incidents and driving incident resolution through follow-ups.
• Supports services review process by providing data, metrics and analysis.
• Ensures compliance including delivery of remediation activities.
• Participates in the CAB meetings.
• Facilitates and drives collaboration between suppliers and IT stakeholders.

BENEFICIAL

• Understanding of cloud technology and environments, specifically AWS.
• Certification in ITIL (minimum with V4 foundation) or equivalent.
• Familiarity with Agile or DevSecOps methodologies.
• Working experience in regulated environments.
• Exposure to progressive digital solutions such as Artificial Intelligence and Robotic Process Automation.