Mgr Service Operations

Position: Mgr Service Operations

Reports to: Sr Mgr Service Mgmt

Department / Function: Information Services, Tech Ops

Location: Mexico - remote

Countries in scope: global

Role Overview:

The Manager of Service Operations is responsible for overseeing the efficient delivery of IT services and ensuring the stability and performance of technology operations. This role involves managing a team of IT professionals, implementing best practices, and driving continuous improvement to support the company's strategic objectives and operational excellence.

Accountabilities:

Key deliverables:

1. Service Performance Reports: Regularly generate and present detailed reports on IT service performance, including metrics on uptime, incident resolution times, and user satisfaction.
2. Incident Resolution Plans: Develop and implement comprehensive incident resolution plans to address critical IT issues promptly and effectively.
3. Infrastructure Improvement Projects: Plan and execute projects aimed at enhancing the IT infrastructure, such as upgrades, migrations, and the adoption of new technologies.

Qualifications:

Knowledge, skills, abilities:

• Technical Expertise: In-depth knowledge of IT infrastructure, including servers, networks, and cloud services, is essential. The ability to troubleshoot complex technical issues and implement effective solutions is critical for maintaining service reliability.
• Leadership and Team Management: Strong leadership skills are necessary to guide and motivate a team of IT professionals. Effective communication, conflict resolution, and the ability to foster a collaborative work environment are key to achieving team success.
• Strategic Thinking: The ability to align IT operations with the company's strategic goals is crucial. This includes understanding business needs, identifying opportunities for improvement, and implementing best practices to enhance service delivery and operational efficiency.

• Education: A bachelor's degree in Information Technology, Computer Science, or a related field is required. A master's degree or relevant certifications (e.g., ITIL, PMP) are preferred.
• Experience: A minimum of 7-10 years of experience in IT service management or IT operations, with at least 3-5 years in a leadership role. Experience in the consumer packaged goods industry is a plus.

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