IT Operations Manager

About the role

The IT Operations Manager is responsible for delivering all IT services and SLA’s for the locations within Brazil, with focus on Infrastructure and Technical Support. This position has a peer, who is responsible for the Applications in Brazil.

Manages team of IT Supervisor(s), IT Support Specialists and contractors within the scope of responsibilities. The IT Operations Manager can also act as a BRM – Business Relationship Manager, governing the relationship with the Business Stakeholders across the spectrum of IT.

Key Job Accountabilities

• 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 software 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 region/Business Unit’s escalation point for critical/urgent incidents and for internal customer feedback on the IT services delivered in the region, what can happen out of office hours/days. 
• Maintain effective communications with vendors, peers, and internal team members in support of assigned projects. 
• Ensure there are written project scope, schedules, operational procedures and documentation of infrastructure configuration. 
• Ensure installation, administration, and troubleshooting of IT Infrastructure and other software 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). 
• Financial management of IT Investments and Expenses, under his/her scope. 
• Collaborate in the coordination of the IT ServiceDesk, which is currently outsourced. 

Qualifications/Requirements

• A technology related bachelor’s degree or equivalent experience/studies. An MBA is a plus.   
• 7+ years’ experience in IT Management or equivalent, preferably in a manufacturing environment.  
• Proven track record of process standardization, adoption of best practices, service measurement, customer satisfaction monitoring.  
• Fluent English. Spanish knowledge preferred.
• Sound knowledge and practical experience in leading diverse teams and third party vendor management. 
• Solid knowledge and experience with Windows Active Directory/Group Policy, Networking infrastructure. 
• Experience with Major Event and Crisis Management. 
• ITIL Foundation certification or above is a plus.  
• Solid knowledge and experience in Project Management. PMP certification is a plus. 
• Experience managing IT Investments and Expenses. 
• The following knowledge/experiences are considered a plus: 

• Good knowledge of Business Processes in the Manufacturing industry. 

• Disaster recovery testing for full production to ensure continuity of operations. 

• Cloud-based applications and management, including Office 365 Suite, Microsoft Azure. 

This is an on-site position based in São Paulo. Frequent business travel is required as part of the role.

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