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Position Objective

As part of the company's digital transformation, Edenred has launched a major program to rationalize and modernize its IT infrastructures through a large-scale private cloud migration while restructuring and consolidating existing IT operations to create a global organization – Edenred Information Technology Center.

The Incident Management Leader is the direct manager for the Incident Management, Problem Management and Change Management teams covering the scope of Americas countries.

The Team Leader ensures the deliverables are meeting the quality standards and SLAs, designing and implementing improvement plans when deviations are observed, and acts as a main point of contact for the Americas Edenred Business Units, handling management escalations and governance sessions.

Main responsibilities

? Responsible for a number of key functions within the IT department that enable the delivery of a high-quality service to end users and ensure Service Delivery processes are in place to meet business needs.

? Has excellent knowledge over all Service Management processes (Incident/Problem/Change Management).

? Accountable to ensure all the tasks performed by the Service Management (Incident/Problem/Change Management) teams are delivered according to the internal processes and meet the quality and SLA targets.

? Acts as main point of contact on Service Management for all Americas stakeholders.

? Establishes and manages expectations within the business and drives the Service Management team to achieve those expectations to a high standard.

? Actively support the teams on operational tasks, taking the lead in situations of crisis or escalations.

? Handles escalations with different level of management, designing plans to address the identified improvement opportunities.

? Supports the preparation of the monthly governance reviews and attends the sessions.

? Maintains a Continuous Service Improvement approach towards Service Management processes.

? Responsible to mentor and coach the team members, to align and implement improvement plans at individual or team level when low performance is detected.

? Responsible of administrative tasks as people manager.

Experience

? 10 years hands-on experience in Service Management positions (preferably in 2 different areas of the 3: Incident Manager, Problem Manager, Change Manager) in an IT or Telecom company.

? Minimum 2 years as people manager.

? Deep understanding of the Service Management principles (Incident, Problem, Change Management).

? Experience working in global companies, based on ITIL processes. Background working with Financial companies in other countries is a plus.

Budget control.

Skillset

? Basic IT Infrastructure knowledge.

? Expert knowledge of ITIL disciplines.

? Excellent communication skills in Spanish & English, both spoken and written. Portuguese language is a plus.

? Strong leadership skills. Experience working in geographically dispersed teams with different roles

? Solution oriented and proactive on solving day-to-day network life

? Ability to work well under pressure.

? Strong customer management and interpersonal skills.

? Continuous improvement mindset.

? Analytical skills.