IT Operations Manager, Middle Americas

About the Role:

The IT Operations Manager for Amcor Middle Americas is responsible for delivering all IT services and SLA’s for the locations within Peru, Colombia, El Salvador, Dominican Republic, Trinidad & Tobago and Venezuela.

Manages team of Territory Manager, Project Managers, IT Support Specialists, Business Analysts, Application Specialists, Business Relationship Managers, and contractors within the scope of responsibilities.

The IT Operations Manager will also act as a BRM – Business Relationship Manager, governing the relationship with the business stakeholders across the spectrum of IT.

IT Operations Manager is accountable for management and operation of all IT Infrastructure and legacy IT Applications under his/her scope, including external partners (e.g. ERP Services, Systems and Software, Leasing, Data Centers, Service Providers, etc.). They manage all IT Demands coming from their region, primarily through formal IT Business Reviews. This involves engagement with business stakeholders, from Vice President, Directors, Managers to business users, including supporting change management for new and existing business processes. They also conduct research and recommend the selection of IT equipment, applications and supplies plus manage delivery of all site-related IT projects, while adhering to approved budgets.

Key responsibilities:

• Building relationships with business leaders and addressing business needs with technology thinking.
• Strategic decision making and successful influencing on leadership level.
• Lead IT Operations teams to meet internal requirements and service levels, as well as support maintenance of existing applications and equipment as well as development of new technical solutions.
• Communicate directly with IT senior management on a regular basis and lead regular managers’ meetings.
• Develop team talent and manage teams’ development plans, providing day-to-day management and technical leadership.
• Act as Middle Americas’s escalation point for critical/urgent incidents and for internal customer feedback on the IT services delivered in the region.
• Maintain effective communications with vendors, peers, and internal team members in support of assigned projects.
• Ensure there are written project plans, operational procedures and documentation of system designs/configuration and infrastructure configuration.
• Ensure installation, administration, and troubleshooting of IT Infrastructure and other system related components while ensuring best practices are implemented.
• Identify opportunities for continuous process improvement and cost reduction related to synergy targets.
• Monitor and report quality of the services delivered and Key Performance indicators (KPIs).

Qualifications/ Experience required:

• A technology related bachelor’s degree or equivalent experience/studies. An MBA is a plus. 
• 7+ years’ experience in IT or equivalent with supervisory, project management, consulting, and business process reengineering, preferably in a manufacturing environment.
• Solid knowledge and experience of Business Processes in the Manufacturing industry (for ERP (Enterprise Resource Planning) & MES (Manufacturing Execution System) applications).
• Proven track record of process and application standardization, adoption of best practices, service measurement, customer satisfaction monitoring.
• Sound knowledge and practical experience in leading diverse teams and third party vendor management.
• ITIL Foundation certification or above is a plus.
• The following knowledge/experiences are considered a plus:
  • Windows Active Directory/Group Policy.
  • Networking infrastructure.
  • Disaster recovery testing for full production to ensure continuity of operations.
  • Cloud-based applications and management, including Office 365 Suite, Microsoft Azure.
  • Major Event and Crisis Management.
• Workplace: on site (Lima, Perú).