At MetLife we are looking for a Regional IT Service Manager to join our Center of Excellence in Argentina, and lead the operational, technical, continuous improvement and Disaster Recovery activities in Latin America.

In this role you will facilitate messaging of complex plans to executive leadership and partner with Sr. executives to implement improvement and maintenance measures that support efficient achievement of IT/business objectives and results. And will play a critical role in driving IT governance improvements internally and externally, ensuring best practice process while supporting organization and Company goals.

What you will do in this role… 

• Fosters maturity and efficient day to day operation with adherence to Service Desk, Incident, Problem, Change Management and Capacity Planning processes and procedures within timeframes set by severity levels engaging various IT partners as needed across LatAm countries always aligned with Central US team guidelines.
•  Ensure the technical support and IT Operation teams within the countries have the proper monitoring, alerting, Event Management and Batch Management processes and tools
• Act as a guardian of PROD environments across the Latam region by proactively reviewing events, alerts or changes that could result in a system/application disruption for any of the LatAm countries.
• Ensure maximum system availability goals and quick and accurate remediation of issues within the agreed SLA’s with corporate and third party vendors while continually looking for optimal ways of moving forward.
• Guide technical and operational leads during recovery of the services impacted (Incidents, outages or real disasters)
• Manage different staff to conduct activities related to the overall health of systems and day to day operation of the Service Desk, Incident, Problem, Change Management and Capacity Planning process, including continuous improvement and effectiveness.
• Manage the executive communication on Critical Incidents and ensure Senior Management is provided with incident or change management reporting.
• Provide regular reports on services performance and achievements from the ITSM areas such as Service Desk, Incident, Problem, Change and Capacity Management
• Understand and identify trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers
• Maintain and improve the Services Desk, Incident/Problem and Change Management processes by working with senior management across vast communities of our business 
• Disaster Recovery Champion for the region to oversight the DR requirements and lead the infrastructure teams to improve the overall process

To help you succeed, you need to have… 

• Bachelor’s degree in computer science, related disciplines or equivalent work experience. (MBA is nice to have!)
• Proven experience as ITSM or similar roles in highly regulated industries, preferably insurance and/or financial.
• High level understanding of large-scale IT environments
• Ability to lead in a matrix organization and deal with many outside organizations
• Excellent communication skills and ability to work with varied staff members and personalities including C-Level executives.
• Creative and objective disposition with strong problem-solving skills
• Ability to handle high pressure situations and prioritize multiple tasks
• Proficient in Service Now for BAU use, reporting, and dashboard creation for the modules of Service Desk, Incident, Problem and Change management.
• Ability to express efficiently and effectively in English in both written and verbal communication.
• Strong knowledge in ITIL, DevOps, CBCP and/or PMP is required, certifications are nice to have! 

Avisos similares