• Interface with local business units/functions. Act as escalation point for support or delivery issues, driving operational performance and stable operations.
• Ensure regional service delivery based on global standards, identify issues and gaps, drive their resolution (KPI: service quality at site level, availability and restoration time). Also provide support for regional deployment projects, interface to the sites (e.g., PC refreshes, network refresh and extensions, application deployments, etc.)
• Evaluate non-standard service requests and monitor consumption of BIS standard services (steering the level of standardization and reuse)
• Have a solid understanding of the services that BIS supports and that our supplier is contracted to deliver. Develop and maintain a positive working relationship with our suppliers.
• Oversee the definition, design and delivery of enterprise IT Service Management processes to effectively maintain technology operations and delivery, and ultimate business outcomes. Specific accountabilities include: Incident Management, Problem Management, Change Management, Knowledge Management, Configuration Management
• Be responsible for quality of services, adherence to service level agreement (SLA) of all operations services delivered under the SLA.
• Have working knowledge of ServiceNow and reporting capabilities to monitor defined KPIs and SLAs.

• You have a university degree or college diploma in a relevant field- Technology/Computer Science/Project management.
• You have 3 to 5 years of IT Client Service Management and/or IT Service Delivery Management experience.
• You have well-developed organizational and time management skills including the ability to manage multiple tasks simultaneously with attention to details, in a fast-paced environment.
• You have IS / IT generalist skills.
• You have strong interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.
• You have excellent customer service with focus on driving standardization and results.
• You have the ability to manage relationship and deliverables remotely
• You are skilled to evolve in a matrix organization

We thank all applicants for their interest, however, only those under consideration will be contacted. Please continue to monitor our website and apply for additional positions for which you are qualified and may be of interest to you.

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