Regional IT Service Leader -Sr

At Atmus, employees are seen first as people and then as colleagues. We give you the freedom and flexibility to do what you do best and make an impact. Work alongside today’s most innovative thinkers and help shape the future with Atmus.

We are looking for a talented Regional IT Service Leader -Sr to join our team, specializing in IT for Atmus Filtration Technologies, S.L.P.

Job description: Responsible for the management, operations, delivery, and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources.

Key Responsibilities

• Contributes to the delivery and support of specific IT services.

• Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system)

• Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).

• Acts as a point of contact for customers for service-related inquiries and maintains relationships with key customers and suppliers.

• Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

• Encourages root cause analysis using the formal problem-solving approach for recurring issues.

• Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate

• Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.

• Able to support the Service Owner when needed.

• Champions the use of ITIL Standards for IT Service Deliverables

To succeed in this role, you need to have:

Experience

• Intermediate level of relevant work experience required. 3-5 years of experience.

• Experience working on a Global 24x7 Organization. (Must be comfortable with remote management of service personnel.)

• Experience with IT contract negotiations and vendor management.

• Experience with IT Manufacturing infrastructure

• Experience with Core Infrastructure (Windows and Linux Servers, VMWare, etc)

• Working knowledge of Networking (LAN, WAN, Security) including by not limited to TCP/IP, Route/Switch/Firewall Technologies & Troubleshooting.

• Working knowledge of network design principles (architecture and engineering).

• Working knowledge of ITIL processes around Incident, Change, and Problem management.

• Certification in one or more technical competencies (Cisco, Palo Alto, etc.) is preferred.

Education, Licenses, Certifications

• College, university, or equivalent degree in Information Technology, Business or a related subject required.

• Fluency in Spanish, proficient in English and Portuguese will be considered as a plus

• This position may require licensing for compliance with export controls or sanctions regulations.

Qualifications and Competencies

• Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.

• Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.

• IT Supplier Relationships - Leverages a vendor management framework to manage strategic supplier relationships and supplier performance based on business need throughout the contract life using the required processes and tools to control costs, drive service excellence, mitigate risks, and gain increased value from the suppliers.

• Service Catalog Management - Maintains a service catalog that contains all details of active and approved services in service operations using the required processes and tools to provide clear and relevant information to users.

• Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

• Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

• Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

• Customer focus - Building strong customer relationships and delivering customer-centric solutions.

• Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

• Global perspective - Taking a broad view when approaching issues, using a global lens.