Work Conditions:
- Horario habitual de oficina en LATAM (flexible).
- Full-time.
- English level B2 or higher required for meetings.
Position Purpose:
- Ensure successful service delivery, including SLA achievement and high level of customer satisfaction.
- Make relevant use of the infrastructure service catalog to answer business needs.
- Communicate appropriately around issues and opportunities to get things done.
- Remove all obstacles to country satisfaction or financial performance.
Main Activities and Responsibilities:
- Act as a technical project manager on behalf of the Zone Delivery Service.
- Understand and analyze business applications infrastructure needs.
- Work with I&O architects team to design solutions when no standard solution is available.
- Coordinate the Managed Services Provider for project delivery.
- Ensure projects are delivered on time and within the approved budget.
- Coordinate third-party infrastructure suppliers implicated in the project.
- Coordinate and validate the business applications projects acceptance.
- Ensure operation transition.
- Build service and project status reports.
- Follow up if service delivery is not meeting expectations.
- Work with the client, Operations, and Process Management teams to identify service improvement activities.
- Ensure excellence in Health & Safety (H&S) by providing visible leadership and driving the execution of the H&S operating model and adherence to Group H&S standards and policies.
- Assist in ensuring that the Infrastructure & Operations practices & processes are aligned with business objectives and priorities (Health & Safety, Communication, Distribution Model, Innovation).
- Assist in ensuring that practices & processes are aligned with the IT infrastructure standard and strategy.
- Assist in ensuring that practices & processes are aligned with the Identity Management Systems.
- Assist in ensuring that practices & processes are aligned with the Business Systems.
- Assist in ensuring that practices & processes are aligned with the IT Security Policies and Directives.
- Assist in ensuring that practices & processes are aligned with the Demand, Project Portfolio, and Finance Management Policies and standards.
Required Profile - Education and Qualifications:
- Bachelor’s Degree in Information Technology or related discipline.
- Project management certification (Primary: PMP; Secondary: SCRUM).
- ITIL v3 certified.
- Demonstrated experience and knowledge of Jira tools and products such as Big Picture or similar.
Required Profile - Work Experience:
- Experience working with offshore outsourcing organizations.
- Experience in global roll-out management.
- At least 5 years of experience in project management.
Required Profile - Technical and Functional Skills:
- Awareness of operations role and constraints in a worldwide and outsourced IT organization.
- Broad understanding of services in Cloud (mandatory AWS, Azure and others are an asset).
- Broad understanding of data center shared infrastructure (Servers, SAN, network optimization, security equipment) and associated technologies (Cisco UCS, VCE, EMC, HP).
- Broad understanding of ITIL, ITSM, and industry best practices.
- Broad understanding of management of infrastructure waterfall projects and implementation with Agile methodologies.
- Ability to understand and deliver infrastructure services provided on a 24x7x365 basis.
- Excellent documentation skills and attention to detail.
- Excellent written and verbal communication skills.
- Broad understanding of Google Workspace (mail, calendar, drive, docs).
Required Profile - Behavioural Competencies:
- Open-minded, collaborative, and an effective team player.
- Ability to work in a multicultural and multi-located team.
- Driven for success and aspiring to a culture of service excellence, putting the customer, people, and business at the center of all actions.
- Ability to deal with ambiguity.
- Ability to communicate openly and effectively with diverse stakeholders, external vendors, and auditors.
- Ability to work proactively and under pressure to ensure service quality.
- Strong autonomy.
Required Profile - Leadership and Managerial Abilities:
- Strong project management skills.
- Demonstrated ability to network in a complex matrix organization structure.
- Ability to build good working relationships with providers.
- Strong influencing skills and an ability to obtain commitment from key stakeholders.
Required Profile - Linguistic Skills:
- Fluency in English, both verbal and written.
- Other local languages are an asset.
Location Details:
- Remote (nice to have: possibility of punctual visits to Colombia Service Center).
